Team Leader – Workforce Management (WFM)

About the role

The Team Leader – Workforce Management (WFM) will ensure operational performance is monitored and staffing standards are met through real‑time analytics and reporting. This position supports multiple BPO programs for a multinational telecommunications company based in Medellín.

Key responsibilities

• Generate and publish hourly, daily and monthly performance reports.
• Create report templates according to process requirements.
• Forecast staffing needs and build schedules.
• Manage day‑to‑day management information (MI) reporting for several programs.
• Communicate and coordinate daily with end‑user clients.
• Design and implement new MI reporting modules.
• Meet service level agreements (SLAs) and turnaround times (TAT) for all MI reports.

Required profile

• Proficient with MS Office, especially Excel for automation.
• Experience creating automated Excel reports.
• Strong verbal and written communication skills.
• Experience with MS Access and SQL Server is a plus.
• Ability to work rotating shifts.
• Minimum 6 months experience as a Team Leader in a WFM environment.

Required skills

• MS Office
• Microsoft Excel (automation)
• MS Access
• SQL Server