Hire Horatio CX

Tech-enabled BPO for omnichannel CX

Workforce Specialist

HR Operations & CoordinationPosted on Nov 3

Full-timeBogotá, Bogota, ColombiaNo salary listedIn-person

About the Job

Requirements

Demonstrated precision and accuracy in data entry, metric tracking, and documentation.
Maintain the privacy of sensitive employee information and financial data.
Strong organizational skills to manage multiple tasks and meet tight payroll deadlines.
Ability to analyze operational and mathematical data for decision-making and issue resolution.
Excellent written and spoken English skills and ability to interact professionally with stakeholders at all organizational levels.
Medium-to-advanced experience with Google Sheets, including complex formulas and data analysis, as well as Google Docs, Slides, and Forms.
Full professional proficiency in written and spoken English.
At least 1 year of experience.
Hands-on administrative experience using Workforce.com or equivalent scheduling software.
Experience managing workflows, macros, and queues in Gorgias or a similar ticketing system.
Prior experience working in a fast-paced call center or customer success environment.
Experience using Notion or alternative documentation apps for knowledge base creation.
Previous experience handling complex payroll preparation processes (Nomina).

Responsibilities

Manage, post, and optimize schedules within Workforce.com to support key performance indicators such as First Response Time (FRT) and Resolution Time (RES).
Monitor real-time schedule adherence using WFM tools and manage schedule changes, shift swaps, and break distributions requested by operations.
Track call-outs, identify absenteeism trends, and collaborate with leadership on scheduling solutions to minimize coverage gaps.
Allocate and verify overtime hours within schedules, maintain the Master Overtime Sheet, and coordinate bi-weekly reviews and approvals with managers and directors.
Conduct daily and bi-weekly revisions of Workforce.com timesheets, verifying that actual hours worked match scheduled data for payroll readiness.
Analyze schedule-to-actual work-time discrepancies twice weekly to identify and correct potential payment errors.
Facilitate performance bonus collection and submission for executive approval and finance team payout.
Calculate and manage employee deductions and payment discrepancies accurately.
Manage Workforce.com group permissions, team assignments, locations, scheduling rules, and tags to support compliance and resource allocation.
Maintain the Active Roster, tracking new hires, department transfers, separations, and account deactivations.
Maintain and optimize backend administrative features, including rules, tags, and macros, within Gorgias.
Administer and update workforce content in apps such as Notion, creating articles for training, company policies, and procedures.
Own the internal workforce helpdesk and respond to schedule, workforce, and payroll inquiries received via Gorgias and Slack.
Follow up with Team Leads, Managers, and Customer Success Managers to resolve pending operational and schedule disputes.
Deliver initial onboarding training to new hires on account setup, hours verification, and correction requests, and lead refresher sessions on workforce policies.
Communicate workforce matters clearly and transparently and provide immediate on-site technical and process support when critical operational issues arise.

Position Overview

The Workforce Specialist plays a pivotal role in optimizing operational efficiency, maintaining workforce data integrity, and ensuring payroll compliance across the organization. Serving as the central point of contact for employee lifecycle management, schedule optimization, and timekeeping accuracy, this role bridges the gap between daily operations and backend administrative systems.
The ideal candidate possesses sharp analytical skills, an absolute commitment to data confidentiality, and the ability to maintain composure while collaborating with cross-functional teams under tight deadlines.

Key Responsibilities

1. Schedule Optimization & Adherence Management

Schedule Administration: Manage, post, and optimize schedules within Workforce.com to achieve Key results
Performance Indicators (KPIs) such as First Response Time (FRT) and Resolution Time (RES).
Real-Time Adherence Tracking: Monitor real-time schedule adherence using available WFM tools; manage schedule changes, shift swaps, and break distributions as requested by operations.
Capacity Optimization: Track call-outs, identify absenteeism trends, and collaborate with leadership to find viable scheduling solutions that minimize coverage gaps.
Overtime Controls: Allocate and verify overtime hours within schedules; maintain the Master Overtime Sheet and coordinate bi-weekly reviews and approvals with managers and directors.

2. Timekeeping, Compliance & Payroll Support

Timesheet Auditing: Conduct daily and bi-weekly revisions of Workforce.com timesheets, verifying that actual hours worked align precisely with scheduled data to ensure flawless payroll readiness.
Variance Analysis: Analyze schedule-to-actual work time discrepancies twice weekly to catch and correct potential payment errors proactively.
Financial & Bonus Support: Facilitate the performance bonus collection and submission process for executive approval and finance team payout.
Deduction Management: Apply mathematical and analytical skills to calculate and manage necessary employee deductions and payment discrepancies accurately.

3. WFM & CRM System Administration

Workforce.com Administration: Manage group permissions, team assignments, locations, scheduling rules, and tags within Workforce.com to ensure compliance and wise resource allocation.
Roster Management: Own and maintain the Active Roster, accurately tracking new hires, department transfers, and separations or account deactivations.
Ticketing/CRM System Care: Maintain and optimize backend administrative features (rules, tags, macros) within Gorgias to streamline the internal support workflow.
Documentation & Knowledge Base: Administer and update workforce content within apps like Notion, creating clear articles for training, company policies, and procedural alignment

4. Helpdesk Support, Communication & Training

Helpdesk Ticket Resolution: Own the internal workforce helpdesk, reviewing and responding promptly to all schedule, workforce, and payroll-related inquiries received via Gorgias and Slack.
Cross-Functional Issue Resolution: Follow up diligently with Team Leads, Managers, and Customer Success Managers (CSMs) to expedite the resolution of pending operational and schedule disputes.
Onboarding & Ongoing Training: Deliver initial onboarding training to new hires (account setup, hours verification, correction requests) and lead refresher sessions on workforce policies.
Emergency & On-Site Support: Keep the company aligned through clear, transparent communications regarding workforce matters and provide immediate on-site technical and process support when critical operational issues arise.

Job Skills & Qualifications

Required Soft Skills & Competencies

Attention to Detail: High level of precision and accuracy in data entry, metric tracking, and documentation.
Integrity & Confidentiality: Absolute commitment to maintaining the privacy of sensitive employee information and financial data.
Prioritization & Composure: Strong organizational skills to manage multiple tasks, meet tight payroll deadlines, and remain calm when operations go haywire.
Analytical Thinking: Demonstrated ability to analyze operational and mathematical data effectively for decision-making and issue resolution.
Communication & Collaboration: Excellent written and spoken English skills; ability to interact professionally with stakeholders at all levels of the organization.

Required Technical Skills

Google Workspace Proficiency: Medium-to-advanced level experience with Google Sheets (complex formulas, data analysis) as well as Docs, Slides, and Forms.
English Language: Full professional proficiency (written and spoken).
1 year of experience
Workforce Management (WFM): Hands-on administrative experience using Workforce.com or equivalent scheduling software.
CRM/Ticketing Systems: Experience managing workflows, macros, and queues in Gorgias or a similar ticketing system.
Environment: Prior experience working in a fast-paced Call Center or Customer Success environment.
Content Management: Experience utilizing Notion or alternative documentation apps for knowledge base creation.
Payroll Exposure: Previous experience handling heavy-duty or complex payroll preparation processes (Nomina).

About the Company

Hire Horatio CX

Tech-enabled BPO for omnichannel CX

Hire Horatio CX provides business process outsourcing focused on customer experience and operational support, using dedicated, handpicked teams that act as an extension of a client's brand. It delivers omnichannel support (chat, email, voice, social), back-office tasks, trust and safety services, and fraud/compliance monitoring, powered by a hybrid mix of AI and human agents plus CX consulting and QA. The company differentiates itself with its nearshore Latin America footprint (Dominican Republic and Colombia), a focus on scalable, branded service, and a commitment to a better work environment for staff (bilingual daycare, wellness facilities). Its goal is to help fast-growing companies improve customer experiences, streamline operations, and increase customer retention by aligning technology with human support.

Company size: 1,001-5,000
Company stage: Not listed
Total funding: Not listed
Headquarters: New York City, New York
Founded: 2018

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