WFM Team Leader – BPO Operations

About the role

We are looking for a proactive Workforce Management (WFM) Team Leader to join our fast‑growing BPO operation in Medellín. The role focuses on monitoring operational performance, ensuring optimal staffing levels and delivering accurate real‑time reporting for our customer‑service programs.

Key responsibilities

• Generate and publish hourly, daily and monthly performance reports.
• Design and maintain reporting templates according to process requirements.
• Perform forecasting and scheduling activities to meet service level agreements.
• Manage day‑to‑day management information (MI) reporting for multiple programs.
• Coordinate daily with end‑user clients to communicate results and address issues.
• Develop new MI reporting modules and continuously improve existing ones.

Required profile

• Minimum 6 months experience as a Team Leader in a WFM environment.
• Strong verbal and written communication skills.
• Ability to work rotating shifts.
• Detail‑oriented with a focus on meeting SLA and TAT targets.

Required skills

• Proficiency with Microsoft Office, especially Excel.
• Experience automating reports in Excel.
• Knowledge of Microsoft Access and SQL Server (preferred).

What we offer

• Competitive salary of approximately 3.1 million COP per month.
• Opportunity to grow within a multinational company serving leading airlines, travel agencies and hospitality brands.
• Dynamic work environment with continuous learning and development.