Workforce Management Command Center Manager

Location: Bogota, Colombia

Company

hirify.global provides payments technology for consumers, merchants, financial institutions, and government entities across more than 200 countries and territories.

What you will do

• Lead a virtual run room for real-time monitoring and intervention in a global, multi-channel contact center environment.
• Manage Genesys Cloud alerts, routing changes, overtime and voluntary time-off offers, backlog deferrals, and escalations.
• Monitor workforce management dashboards and act on service level, average handle time, occupancy, and shrinkage targets.
• Lead deployment of Genesys Cloud APIs and alerting capabilities, and support automated Power BI and Tableau performance dashboards.
• Own Command Center playbooks, triggers, recovery service-level agreements, escalation paths, action logs, and version control.
• Partner with Operations, IT, Vendor Management, and Quality teams while coaching talent through one-on-ones and post-incident reviews.

Requirements

• 5 or more years of experience in a global contact center environment, including 3 or more years in Workforce Management.
• 3 or more years of experience using Microsoft Excel in a business environment, with proficiency in Microsoft Office, especially Excel and PowerPoint.
• Strong knowledge of Workforce Management tools and the ability to maintain them.
• Hands-on expertise with Genesys Cloud, including queues, skills, alerting, routing, APIs, and reporting.
• Proficiency in Power BI and/or Tableau for data automation and visualization.
• Excellent verbal and written communication skills, including the ability to create organized and accurate documentation.
• Knowledge of contact center management best practices and operational techniques for driving service levels across multiple sites.
• Strong functional and analytical skills, including budgeting, costing, trend analysis, and accurate collection, organization, and analysis of large datasets.
• Ability to balance multiple priorities with minimal direction, remain organized and detail-oriented, make decisions, coach talent, and work effectively in a fast-paced environment with changing priorities and strict time constraints.

Nice to have

• 6 or more years of work experience with a Bachelor's Degree, or 4 or more years of relevant experience with an Advanced Degree such as a Master's, MBA, JD, or MD.
• Experience delivering complex, system-integrated business application projects.
• Experience in the dispute processing industry across all hirify.global product lines.
• Prior process governance and process change management experience.
• Ability to represent technical and business issues and solutions to multiple internal and external levels.
• Ability to set priorities, influence others, manage customer expectations, and analyze trends and opportunities to improve customer or client experience.

Culture & Benefits

• Full-time employment.
• Work in a global, multi-site operational environment.
• Use emerging technologies such as Generative AI tools, including ChatGPT and Microsoft Copilot, to support everyday work.
• Participate in a feedback-rich culture through structured one-on-one meetings and post-incident reviews.