Workforce Analyst

ABOUT ADDI We are a leading financial platform, building the future of payments, shopping, and banking—a world where consumers and merchants can transact effortlessly, grow together and where we create abundance and generate pride in them. Today, we serve over 2 million customers and partner with more than 20,000 merchants, making Addi Colombia’s fastest-growing marketplace. We provide banking solutions (deposits, payments, unsecured credit) and commerce services (e-commerce, marketing) using state-of-the-art technology, bridging the financial gap for millions and redefining how people experience financial freedom. As the country’s leading Buy Now, Pay Later provider, we have secured regulatory approval to operate as a bank, unlocking even greater opportunities for our customers. In the past year, we have also achieved profitability, reinforcing the strength of our business model and our ability to scale sustainably. Our mission has earned the trust of world-class investors, including Andreessen Horowitz, Architect Capital, GIC, Goldman Sachs, Greycroft, Monashees, Notable Capital, Quona Capital, Union Square Ventures, Victory Park Capital, and more, who back our vision for the future. With their support, we are not just growing—we are transforming Latin America’s financial ecosystem and shaping the next generation to shop, pay, and bank in Colombia. But what truly sets us apart is how we build. We are a conscious company, driven by deep experience in scaling technology, services and products, and we live by our values https://co.addi.com/trabaja-con-nosotros#:~:text=%E2%80%A2%20We%20are%20owners,dentro%20del%20equipo. every day. ABOUT THE ROLE This is where you come in. Below, you'll find what this role is all about—the impact you'll drive, the challenges you'll tackle, and what it takes to thrive at Addi. If you're ready to be part of something big, keep reading. WHAT'S THE MISSION YOU'LL DRIVE Ensure strong day-to-day Workforce Management execution that enables the operation to meet service levels and efficiency targets—through KPI tracking, forecasting support, schedule creation and adjustments, and intraday real-time monitoring. You will support decision-making by analyzing historical data, identifying trends, and producing clear reports that help optimize staffing and control plan vs. actual deviations. WHAT YOU WILL DO - Deliver daily and weekly forecasts on agreed timelines with clear variance explanation across volume, AHT, and shrinkage, and publish an operational dashboard for SLA, AHT, Occupancy, and Shrinkage with defined refresh cadence and deviation alerts. - Configure and maintain the WFM system—permissions, schedule states, shift groups, exceptions, and VQ configurations—ensuring data quality, consistency, and compliance with data privacy policies across imports, exports, and integrations. - Propose and execute schedule adjustments based on volume changes or absenteeism, ensuring full traceability of what changed, why, and what the result was. - Monitor performance in real time and escalate critical deviations—volume spikes, queue imbalances, adherence gaps—with clear, actionable recommendations: intraday moves, rebalancing, overtime, and more. - Identify at least two quarterly optimization opportunities (report automation, metric standardization, data quality improvements), document before/after impact, and provide first-line support for WFM system users and dashboards. WHAT WE'RE LOOKING FOR - WFM and operational analytics (must-have) - Solid understanding of core WFM concepts: forecasting, capacity planning, scheduling, real-time adherence (RTA), shrinkage, occupancy, and intraday management. - Ability to read and interpret historical operational trends and rigorously compare plan vs. actuals. - Experience tracking KPIs: SLA, AHT, Occupancy, and Shrinkage. Familiarity with adherence, absenteeism, backlog, and ASA is a plus. - WFM system administration (must-have) - Demonstrated ability to configure and mai…