At Concentrix, we are looking for someone passionate about operational planning, data analysis, and resource optimization. We are seeking an organized, analytical, and results-oriented professional with experience in BPO customer service operations and an interest in developing a career in Workforce Management. If you enjoy creating staffing plans, managing schedules, and contributing to the efficiency of an international operation, this opportunity is for you! Your challenge in this role

Support the planning and execution of Workforce Management processes by developing accurate and timely schedules and staffing plans. Your main challenge will be to analyze coverage requirements, manage agent scheduling activities, and coordinate actions with different departments to support operational goals, service levels, and business profitability.

Job requirements Required experience: At least 1.5 years of experience in BPO customer service operations, supporting either voice or non-voice programs.

Preferred experience: Previous experience in Workforce Management, scheduling, staffing, forecasting, capacity planning, or real-time management.

English level: B2 English proficiency is mandatory. Strong spoken English communication skills are essential, as this role requires interaction with clients and international Workforce Management teams.

Essential skills: Analytical thinking, assertive communication, results orientation, organization, attention to detail, sense of urgency, priority management, and the ability to meet deadlines.

Professional profile: We are looking for a proactive, self-driven, and solution-oriented professional who can work effectively under pressure in a dynamic environment.

Technical knowledge: Knowledge of Workforce Management processes related to scheduling,



staffing, time-off requests, overtime management, intraday monitoring, and operational reporting.

Tools: Intermediate proficiency in Microsoft Office applications, especially Excel and PowerPoint.

WFM tools: Working knowledge of IEX is preferred but not mandatory.

Experience using other Workforce Management tools, such as eWFM, Avaya, or Genesys, will also be valued.

Availability: Availability to work 100% on-site from 9:00 a.m. to 6:00 p.m., with Sundays off. What will you do on a daily basis? Develop accurate and timely schedules and staffing plans based on operational and business requirements.

Manage agent preferences, time-off requests, shift bidding processes, training schedules, coaching sessions, and overtime. Analyze intraday performance reports and business goals to support scheduling and staffing decisions. Review current scheduling and staffing processes to identify opportunities for greater efficiency and continuous improvement.

Collaborate with Operations to define staffing requirements and establish parameters related to absences, time off, overtime, and off-phone activities. Work closely with Operations, Quality, and Training to schedule training and coaching sessions while ensuring adequate operational coverage. Identify changes in schedules or staffing plans, update the corresponding databases, and escalate issues when necessary.





Prepare reports related to hiring needs, scheduling, staffing, and operational performance for business reviews and key stakeholders.

Maintain Workforce

Management tools, configurations, and system setups, including IEX entities when applicable. Collaborate with Real-Time Management, Planning, and other Workforce Management teams to improve operational performance, efficiency, and profitability. Analyze the operational and financial impact of Workforce Management decisions. Participate in meetings with clients and international Workforce Management teams, communicating in English.

Work schedule Schedule: From 9:00 a.m. to 6:00 p.m., local time.

Day off: Sunday.

Public holidays: The employee is not normally expected to work on national public holidays. However, if required by the operation, availability may be requested with the corresponding overtime compensation.

Work arrangement and site Work arrangement: 100% on-site.

Site: Concentrix San Borja Chacarilla.

Address: Av. Primavera 1013, San Borja, approximately one and a half blocks from the Primavera Bridge on the Panamericana Sur.

Offer conditions Base salary: PEN 2,500 per month.

Monthly performance bonus: PEN 375 under the Monthly Bonus Plan.

Work arrangement: 100% on-site at Concentrix San Borja Chacarilla. Are you interested?

Apply and become part of a dynamic international operation where your BPO experience, analytical skills, attention to detail, and results-oriented mindset will contribute to the growth of the Workforce Management team. We would love to meet you! .

-Requerimientos- Educación mínima: Educación Secundaria

2 años de experiencia

Idiomas: Inglés

Palabras fundamental: analista, analyst

📌 Bilingual WFM Analyst - On site, Lima
🏢 Concentrix
📍 Lima