# 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](https://apply.workable.com/otdcareers/j/3C7AC7ED34/apply)

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