Workforce Analyst

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 every day.

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.

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.

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  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.

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  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.

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  Propose and execute schedule adjustments based on volume changes or absenteeism, ensuring full traceability of what changed, why, and what the result was.

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  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.

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  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.

• 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.

• Demonstrated ability to configure and maintain WFM platforms: permissions, schedule states, shift groups, exceptions, and VQ configurations.

• Experience providing first-line technical support for system users and operational dashboards.

• Hands-on experience with tools such as Genesys WFM, NICE, eWorkforce Management, or similar platforms.

• Detail-oriented approach to data cleaning, operational dataset handling, and validating integrations across systems.

• Intermediate to advanced Excel: pivot tables, SUMIFS, XLOOKUP/VLOOKUP, IF formulas, and charting.

• Ability to communicate findings and recommendations clearly to operational leaders and lead review meetings on performance and planning.

• Organized, autonomous, and able to manage multiple requests under strict deadlines without losing attention to detail.

• Analytical mindset, proactive attitude, strong teamwork, and a genuine drive for continuous improvement.

• Power BI or similar visualization tool: basic dashboards and simple modeling.

• Basic SQL: simple queries (SELECT, WHERE, JOIN, GROUP BY).

We believe in a fast, transparent, and engaging hiring experience that allows both you and us to determine if there's a great fit. Here's what our process looks like:

• Step 1: People Interview (30 min) — A conversation with a recruiter to get to know you, your experience, and what you're looking for. We'll also share more about Addi, our culture, and the role.

• Step 2: Manager Interview (45 min) — A more in-depth conversation with the hiring manager where we explore your WFM experience, analytical thinking, and how you approach operational challenges. We want to understand how you think and work.

• Step 3: Live Business Case (45 min) — A real-world WFM scenario where you'll analyze operational data, identify plan vs. actual deviations, and translate your findings into clear, actionable recommendations for the operation.

• Step 4: Stakeholder Interview — If there's a strong match, you'll have a final conversation with a key stakeholder to align on expectations, cultural fit, and ensure mutual excitement. From there, we'll move quickly to an offer and discuss next steps.

We value efficiency and respect for your time, so we aim to complete the process as quickly as possible. Our goal is to make this experience insightful and exciting for you, just as much as it is for us. Regardless of the outcome, we are committed to always providing feedback, ensuring that you walk away with valuable insights from your experience with us.