Workforce Management Analyst (WFM)
Sutherland
Workforce Management Analyst (WFM) at Sutherland is a full time role based in Bogotá, Bogota, Bogotá, Bogota, Colombia. It was published on 22 August 2026 and was open at last check.
| Role | Workforce Management Analyst (WFM) |
|---|---|
| Company | Sutherland |
| Location | Bogotá, Bogota, Bogotá, Bogota, Colombia |
| Employment type | Full Time |
| Published | 22 August 2026 |
| Status | Open at last check |
Artificial Intelligence. Automation. Cloud Engineering. Advanced Analytics.
For Enterprises, these are key factors of success. For us, they're our core expertise.
We work with global iconic brands. We bring them a unique value proposition through market-leading technologies and business process excellence. At the heart of it all is Digital Engineering - the foundation that powers rapid innovation and scalable business transformation.
We've created 363 unique and independent inventions, 250 of which are AI-based and rolled up under several patent grants in critical technologies. Leveraging our advanced products and platforms, we drive digital transformation at scale, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless "as-a-service" model.
For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. With proven strategies and agile execution, we don't just enable change - we engineer digital outcomes.
Sutherland
Digital Outcomes.
Job Summary
The Workforce Management (WFM) Analyst is responsible for forecasting workload demand, developing staffing and capacity plans, optimizing workforce utilization, and delivering analytical insights that support service level commitments and operational performance. This role partners with Operations, HR, Training, and business stakeholders to ensure the right resources are available at the right time while driving continuous improvement and operational efficiency.
Key Responsibilities
- Develop short- and long-term workload forecasts and staffing requirements.
- Create and maintain capacity plans to support service level and productivity targets.
- Analyze workforce performance, staffing variances, and forecast accuracy.
- Produce workforce reports, dashboards, and actionable business insights.
- Support scheduling optimization and resource allocation activities.
- Partner with Operations, HR, and Training teams on hiring plans, ramp-ups, and workforce strategies.
- Identify workforce risks and recommend corrective actions.
- Drive continuous improvement initiatives in workforce planning, reporting, and automation.
- Support implementation and optimization of WFM tools and technologie
Education
- Bachelor's Degree in Industrial Engineering, Business Administration, Statistics, Operations Management, or a related field preferred.
Experience
- 1-3 years of Workforce Management experience in a contact center, customer service, BPO, or operations environment.
- Experience in forecasting, capacity planning, scheduling, and workforce analytics.
- Experience creating reports and dashboards using workforce and business data.
- Knowledge of workforce planning methodologies and staffing models.
Technical Skills
- Advanced Microsoft Excel skills required.
- Experience with Workforce Management platforms preferred.
- Power BI reporting and dashboard development experience preferred.
- Strong analytical and problem-solving skills.
Language Requirements
- English & Spanish required.
Core Competencies
- Forecasting (Intermediate)
- Capacity Planning (Expert)
- Data Analysis (Advanced)
- Advanced Excel (Expert)
- Workforce Management Systems (Advanced)
- Business Communication (Advanced)
- Continuous Improvement & Operational Excellence (Advanced)
All your information will be kept confidential according to EEO guidelines.
Create your free OnJob profile to apply — we'll take you to Sutherland's application after sign-up. · Posted 22 Aug 2026.
Workforce Management Analyst (WFM) at Sutherland — questions answered
What does the Workforce Management Analyst (WFM) role at Sutherland pay?
Sutherland does not publish a salary on this Workforce Management Analyst (WFM) listing, so OnJob shows no figure for it rather than an estimate. For what this role pays across the market, the OnJob salary guides aggregate the live listings that do disclose pay.
Where is the Workforce Management Analyst (WFM) role at Sutherland based?
Sutherland lists this Workforce Management Analyst (WFM) role in Bogotá, Bogota, Bogotá, Bogota, Colombia, advertised as full time work at that location. Larger employers sometimes cover several sites under one city name, so confirm the exact office with Sutherland before you apply.
Is the Workforce Management Analyst (WFM) role at Sutherland still open?
The Workforce Management Analyst (WFM) posting at Sutherland was open at OnJob's last check of the employer's careers page, having been published on 22 August 2026. OnJob re-checks source listings on each build and marks a role closed once it disappears, but listings can close without notice, so the employer's own page is the final word.
How do you apply for the Workforce Management Analyst (WFM) role at Sutherland?
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