As a Workforce Management (WFM) Manager , you will develop long-term, financially sustainable growth strategies while collaborating with operations, agency leadership, and executives. This role requires hands-on workforce planning, real-time adherence tracking, and strategic forecasting to enhance contact center performance. You'll provide key insights to leadership, ensuring scalable and efficient workforce operations across all departments. Job Overview Employment type: Indefinite Term Type Contract Shift: Monday to Friday, 9 AM to 6 PM Colombian time (Weekends Off) Your Daily Tasks Analyze inbound and outbound call volume, lead distribution, conversion rates, and sales performance. Manage intraday workforce management (WFM) activities using the Calabrio platform, including scheduling, time-off requests, shift bidding, and schedule adjustments. Develop and maintain short- and long-term capacity and forecasting models in collaboration with Talent Acquisition. Present staffing, scheduling, and performance insights to C-Suite executives. Build, refine, and optimize Contact Center KPIs and performance dashboards. Define and implement a long-term WFM strategy focused on scalability and organizational culture. Oversee vendor relationships with workforce platform providers. Monitor and manage real-time adherence across multiple business units. The Qualifications We Seek Experience: 3 - 5+ years in Workforce Management , specializing in forecasting, capacity planning, and workforce scheduling. Technical Expertise: 2-3 years of hands-on experience with ACD routing and Contact Center scalability . Data Analysis Skills: Ability to interpret and optimize workforce and scheduling based on multiple data sources. Strategic Planning: Experience in capacity planning and making hiring recommendations to executive teams. Preferred Tools & Platforms -Data Analysis & Forecasting: Workforce Management & Capacity Planning Tools 5 days work week 20 vacation days in total Fully-customized Emapta laptop and peripherals Indefinite term type contract Direct exposure to our clients Diverse and supportive work environment Unlimited upskilling through Emapta Academy courses (Want to know more? Visit https://bit.ly/EmaptaTrainingCalendar ) Your Future Team at Emapta Latam Join Emapta Latam and contribute to our legacy of transforming global outsourcing. Since 2010, Emapta has pioneered personalized outsourcing solutions, empowering businesses to thrive with bespoke teams and seamless integration. Our commitment to excellence is reflected in our state-of-the-art facilities, competitive compensation, and a supportive work environment that fosters professional growth. Seniority level Mid-Senior level Employment type Full-time Job function Industries: Insurance #J-18808-Ljbffr