Business Process Analyst (WFM)

TL;DR

Business Process Analyst (WFM): Managing real-time operations and staffing optimization for global contact centers with an accent on data-driven decision-making and service level management. Focus on identifying workforce trends, resolving operational gaps, and providing actionable insights to senior leadership to ensure business continuity.

Location: Must be based in Colombia

Company

hirify.global is a leading cloud communications platform that empowers developers and businesses to build personalized customer experiences at scale.

What you will do

• Monitor real-time performance across global contact centers to identify staffing and volume issues.
• Adjust schedules and allocate resources dynamically to meet service level agreements.
• Generate and analyze intraday reports on key metrics like occupancy, AHT, and service levels.
• Collaborate with global teams to coordinate staffing across multiple time zones and regions.
• Provide strategic recommendations for process improvements and long-term operational scalability.
• Manage workforce needs during crises, including system outages or unexpected volume spikes.

Requirements

• 4 years of experience in a scheduling analyst, contact center operations, or workforce management role.
• Familiarity with WFM systems such as NICE, Calabrio, Verint, or IEX.
• Strong analytical skills with the ability to interpret real-time data for quick decision-making.
• Excellent communication skills for interacting with global teams and senior stakeholders.
• Ability to work in a 24/7 environment with flexibility across Americas and APJ time zones.
• Must be based in Colombia.

Culture & Benefits

• Competitive pay and comprehensive healthcare coverage.
• Generous time off, parental leave, and wellness support.
• Retirement savings program.
• Strong culture of global inclusion and remote-first work.
• Opportunities for occasional travel for team and project meetings.