Workforce Management Analyst

Turning call volumes, schedules, and service levels into seamless customer experiences.

When every call, schedule, and decision matters, your expertise makes the difference. Step into a global role where real-time analytics drive smarter healthcare operations, your insights guide leadership, and your career grows with structure, stability, and purpose.

Job Description

As a Workforce Management Analyst, you will oversee real-time call center performance, analyze trends, and optimize staffing decisions to ensure service levels, efficiency, and customer satisfaction remain consistently high.

Job Overview

Employment Type: Indefinite term type contract
Shift: Day Shift, Weekends Off
Work Setup: Hybrid – Connecta 26, Colombia

Exciting Perks Await!

• 5-day work week
• Fixed weekends off
• Hybrid work set-up
• 20 vacation days in total
• Prepaid medicine
• Fully customized Emapta laptop and peripherals
• Indefinite term type contract
• Direct exposure to international clients
• Career growth opportunities
• Diverse and supportive work environment
• Prime office locations in Bogotá and Medellín
• Unlimited upskilling through Emapta Academy courses

The Qualifications We Seek

• At least 3 years of relevant workforce management or call center analytics experience
• Strong sense of accountability
• High level of accuracy and precision
• Detail-focused mindset with a commitment to data integrity

Your Daily Tasks

• Monitor real-time call center performance, including call volume, agent availability, service levels, and schedule adherence
• Identify inefficiencies and adjust staffing or schedules to maintain optimal performance
• Utilize WFM tools such as Calabrio to track adherence, scheduling, and intra-day staffing
• Collaborate with supervisors and leadership to address issues like high hold times, call abandonment, and agent occupancy
• Analyze trends in call volume and agent productivity to support operational decisions
• Assist with schedule adjustments, shift changes, and time-off approvals
• Prepare daily, weekly, and monthly performance and efficiency reports
• Communicate insights and recommendations to stakeholders to improve operations

About the Client

Powering Smarter Insurance Experiences

Our client is a fast-growing digital insurance platform reshaping how people compare, purchase, and manage coverage. By combining technology, data-driven insights, and customer-first thinking, they’ve built a trusted presence in the U.S. insurance market. Joining their team means contributing to a high-impact operation where analytics guide decisions, efficiency matters, and innovation fuels long-term growth.

Welcome to Emapta Colombia!

At Emapta, you're not just joining an industry-leading outsourcing provider; you're becoming part of a community that celebrates the rich cultural tapestry of Colombia. Our track record of success and diverse international clientele across various industries provide a solid foundation for your career. With over 1,000 global partners preferring to open remote jobs in the country, our vision is to help you and thousands more Colombians reach your full potential and dreams without the need to leave the country and work abroad.

Join forces with passionate professionals who share the desire to make a meaningful impact through premium global opportunities, all at your fingertips. Emapta isn't just a company; it's a community that values the balance between work and life. Start a truly exciting journey with us and discover how your talent can flourish in a setting that celebrates the spirit of Latin America.

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