Customer Service Operations and Workforce Management Specialist

Description

Job Summary: We are seeking an analytical and autonomous specialist in Customer Service Operations and Workforce Management, with strong cross-functional influence to optimize operational performance. Key Highlights: 1. Direct impact on consolidating a global Customer Service operation. 2. Exposure to leadership, Product, Operations, Data, and Technology. 3. Work with AI, automation, and continuous improvement. **CS Operations \& WFM Specialist** =================================== **Bogotá** ---------- At MAJORITY, we are building a world where ambition knows no borders and financial success accompanies people regardless of where life takes them. We are a global, diverse team focused on building with impact. We seek an analytical, autonomous, and results-oriented individual who will become the primary reference for Workforce Management and Customer Service operational performance. This is an individual contributor role with high cross-functional influence, working closely with leadership, Team Leaders, Operations, Product, Data, and Technology. **ROLE PURPOSE** To serve as the operational control tower for Customer Service: maintaining a 360° view of demand, capacity, staffing, schedules, channels, metrics, and tools to anticipate risks and turn data into decisions. **RESPONSIBILITIES** * Monitor daily volume, backlog, SLA, response and resolution times, aging, productivity, adherence, occupancy, and channel-specific performance. * Manage the full Workforce Management cycle: forecasting, staffing, capacity planning, scheduling, shrinkage, intraday management, and plan-versus-actual analysis. * Identify coverage, capacity, or performance gaps and recommend adjustments to staffing, schedules, priorities, or workload distribution. * Create, maintain, and enhance dashboards, reports, and analyses in Looker, Intercom, Google Sheets, and other team tools. * Ensure KPI definitions, calculations, and data sources are accurate, transparent, and reproducible. * Prepare and present weekly and monthly operational performance reports with conclusions, risks, and recommendations. * Own Intercom configuration for CS: inbox and queue structure, routing, tags, prioritization, and reporting. * Conduct root cause analyses when results deviate, explaining what happened, why, and recommending corrective action. * Address data and analytical needs of CS leadership and Team Leaders to enable decisions based on reliable information. * Identify opportunities for automation, integration, and artificial intelligence to reduce manual work and improve visibility and control. * Provide analytical support during incidents, migrations, launches, volume spikes, and operational changes. **REQUIREMENTS** * Minimum 3–4 years of experience in Workforce Management, CS Operations, Operations/Business Analytics, Contact Center Operations, or similar roles. * Experience in forecasting, staffing, scheduling, capacity planning, shrinkage, intraday management, and plan-versus-actual analysis. * Experience managing operational KPIs and building dashboards, reports, and presentations for leadership. * Advanced proficiency in Google Sheets or Excel and experience with BI tools; Looker and Intercom are highly desirable. * Strong analytical capability to interpret data, question results, and translate information into clear recommendations. * Autonomy to identify risks and propose solutions without waiting for detailed instructions. * Interest or experience in automation, integrations, and AI applied to operations. * Fluency in Spanish and English; completed university degree and availability for in-person work in Bogotá. **WE ARE LOOKING FOR SOMEONE WHO IS** * Analytical and critical, detail-oriented, and comfortable working with data and assumptions. * Autonomous, proactive, and capable of anticipating risks. * Organized, with ownership over dashboards, reports, schedules, queues, and data quality. * Clear in communicating conclusions and able to present data simply and actionably. * Collaborative and hands-on, willing to dive into details when needed. * Curious about technology, automation, and artificial intelligence. **WHAT WE OFFER** * Direct impact on consolidating a global Customer Service operation. * Exposure to leadership, Product, Operations, Data, and Technology, and work with AI, automation, and continuous improvement. * Competitive salary, indefinite-term contract, statutory benefits, and comprehensive health coverage including prepaid medicine. *We are MAJORITY. We are international, ambitious, kind, and inclusive. We believe in equal opportunity and value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability.*