Sutherland Global Services

WFM Coordinator Bogota

1 week ago(1/11/2018 10:26 AM)
Job ID
Work Force Management


The WFM coordinator is the main POC for all the WFM Functional teams and it has direct access to Country Head, Site Director, Account managers and Heads of other support areas. In addition, this position is accountable for the improvement on Seat Utilization, Agent Utilization, Shrinkage, Forecast accuracy and Efficiency metrics that directly impact the profitability of the site. The position is also responsible to develop WFM long term strategies, in order to ensure the contribution margin targets are met for each project. Finally, the WFM coordinator will be in charge to gather all the WFM information required by Service Delivery in order to fill QBR’s, MOR’s, WOR’s, site governance scorecard, LF dashboard or special reporting.


  • Handle Communication/Escalations with the clients (Internal and External) regarding
    1. Shrinkage
    2. Attrition
    3. Schedule Adherence
    4. Efficiency Metrics
    5. Capacity Planning
    6. RTA
    7. Reporting


  • Responsible to organize the local WFM team for Bogota.
  • Will participate on Weekly Managers Meeting, as well as Weekly WFM meetings set up by the functional teams.
  • Schedule weekly meetings with the local WFM in Bogota, in order to review action plans.
  • Provide WFM updates to business controllers.
  • Attend one on one meeting with site directors.
  • Responsible for Payroll for local WFM Team
  • Ensure there is a continuous development of the WFM team. Ensure the team is synced with all the WFM global processes.
  • Ensure all the account managers are following the Headcount reconciliation process
  • WFM interaction with clients, for those programs who don’t have a WFM Director/Lead.
  • Providing Weekly staffing updates (Per project) to the Global WFM leaders, Site Director and Country head.


  • Previous call center experience in Reporting/RTA/Workforce Management 3+ years preferred
  • Bachelor degree
  • Advance knowledge in forecasting, scheduling, WFM accuracy reporting.
  • Ability to quickly analyze numerical data and provide recommendations for improvements
  • Strong leadership skills.
  • Budgeting experience.
  • Excellent written and oral communication (English and Spanish)
  • Proficient in MS Excel. (Macros, Pivot tables, VBA).
  • Results and solutions oriented in a team environment
  • Ability to manage client relationships (Internal and External).
  • Ability to coach and provide feedbacks
  • Ability to multi-task in a fast paced environment.
  • Highly organized


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