OneTouch Direct

Runs customer contact centers for businesses

Senior Real-Time & WFM Analyst

Operations & LogisticsConfirmed live in the last 24 hours

Full-timeBogotá, Bogota, ColombiaCOP4.5M

About the Job

Requirements

A technical or bachelor's degree in Business Administration, Systems Engineering, Industrial Engineering, Data Analytics, or a related field is required; equivalent hands-on experience will be considered.
At least 1 to 2 years of experience as a WFM Analyst, Controller, Real-Time Analyst, or similar analytical or operational role in a BPO or contact center environment.
Advanced proficiency in Excel and data validation.
Strong command of WFM platforms and real-time tools such as NICE, Verint, Avaya, Genesys, or similar ticketing/reporting systems.
Strong attention to detail, leadership communication, analytical thinking, and proactive problem-solving under operational pressure.

Responsibilities

Monitor operations to identify and address discrepancies against baseline workforce planning.
Continuously track call volumes and real-time operational shifts, issuing timely alerts to maximize on-duty staff utilization.
Provide Account Directors and key stakeholders with real-time visibility into critical operational metrics.
Develop, deliver, and communicate interval-based and daily closing reports on key performance indicators for Supervisors, Floor Managers, Account Directors, and the WFM team.
Identify, track, and log technology issues or system outages affecting operations in the incident log.
Activate and document action plans during contingencies in accordance with the Management of Change framework.
Monitor scheduled staff attendance, absenteeism, and real-time agent connection statuses to ensure sufficient coverage for incoming demand.
Ensure compliance with company Active Directory, Information Security, and Quality Management policies.

We are looking for our next Senior Real-Time & WFM Analyst

OneTouch Direct · Bogotá, Colombia · Full-time · Posted 2026-07-23

Salary: unknown currency 4,500,000–4,500,000

Workplace: on_site

Department: Admin

Description

At One Touch Direct (OTD Americas), we are looking for an analytical, dynamic WFM Analyst with strong operational leadership skills to join our Data Strategies team. If you have experience in real-time monitoring, metrics management, and executing action plans within the BPO industry, this opportunity is for you!

💼 What We Offer

Base Salary: $4,500,000 COP
Bonus/Commissions: Up to $500,000 COP
Contract Type: Indefinite-term contract (Job stability & career growth)
Schedule: 42 hours per week | Monday to Sunday (Rotating shifts with 2 days off per week)
Work Location: Bogotá – Conecta 80 Business Center (On-site)

📋 Key Responsibilities

Monitor operations attentively to identify and address discrepancies compared to baseline workforce planning.
Track call volumes and real-time operational shifts continuously, issuing timely alerts to maximize on-duty staff utilization.
Provide Account Directors and key stakeholders with real-time visibility into critical operational metrics.
Develop, deliver, and communicate interval-based and daily closing reports on key performance indicators for Supervisors, Floor Managers, Account Directors, and the WFM team.
Identify, track, and log all technology issues or system outages affecting operations in the incident log.
Activate and document action plans during contingencies in accordance with the Management of Change (MOC) framework.
Monitor scheduled staff attendance, absenteeism, and real-time agent connection statuses to guarantee sufficient coverage for incoming demand.
Ensure strict compliance with company Active Directory, Information Security, and Quality Management policies.

Requirements

🎯 Candidate Profile

Education: Technical or Bachelor’s degree in Business Administration, Systems Engineering, Industrial Engineering, Data Analytics, or related fields (equivalent hands-on experience will be considered).
Work Experience: Minimum 1 to 2 years of experience as a WFM Analyst, Controller, Real-Time Analyst (RTA), or similar analytical/operational roles within BPO or Contact Center environments.
Technical Skills:
Advanced Excel proficiency and data validation skills.
Strong command of WFM platforms and real-time tools (NICE, Verint, Avaya, Genesys, or similar ticketing/reporting systems).
Key Soft Skills: Exceptional attention to detail, strong leadership communication, analytical mindset, and proactive problem-solving abilities under operational pressure.

Apply

Apply at OneTouch Direct

About the Company

OneTouch Direct

Runs customer contact centers for businesses

OneTouch Direct operates contact centers for businesses that outsource customer sales and support. Its agents answer phone calls and digital messages, follow up with prospective buyers and resolve questions about products, accounts and technical problems. The company designs outreach and service programs for clients in telecommunications, banking, healthcare, retail and other industries, acting as an extension of their customer-facing teams. Clients buy managed service programs that combine agent-led conversations with back-office processing and ongoing performance oversight. With operating roots dating to 1998, OneTouch Direct is headquartered in Tampa, Florida.

Company size: 1,001-5,000
Company stage: Not listed
Total funding: Not listed
Headquarters: Tampa, FL
Founded: 1998

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