Workforce Analyst

About Addi

We are a leading financial platform building the future of payments shopping and bankinga 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 20000 merchants making Addi Colombias 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 countrys leading Buy Now Pay Later provider we have secured regulatory approval to operate as a bank unlocking even greater opportunities for our 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 growingwe are transforming Latin Americas 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.

About the role

This is where you come in. Below youll find what this role is all aboutthe impact youll drive the challenges youll tackle and what it takes to thrive at Addi. If youre ready to be part of something big keep reading.

Whats the mission youll drive

Ensure strong day-to-day Workforce Management execution that enables the operation to meet service levels and efficiency targetsthrough 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 systempermissions schedule states shift groups exceptions and VQ configurationsensuring 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 deviationsvolume spikes queue imbalances adherence gapswith 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 were 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 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.

• Data integrity and tooling (must-have)

  • 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.

• Communication and stakeholder management (must-have)

  • 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.

• Tools (nice-to-have)

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

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

Why join us

• Work on a problem that truly matters We are redefining how people shop pay and bank in Colombia breaking down financial barriers and empowering millions. Your work will directly impact customers lives by creating more accessible seamless and fair financial services.

• Be part of something big from the ground up This is your chance to help shape a company influencing everything from our technology and strategy to our culture and values. You wont just be an employeeyoull be an owner.

• Unparalleled growth opportunity The market were tackling is massive and were growing faster than almost any fintech lender at our stage. If youre looking for a high-impact role in a company thats scaling fast this is it.

• Join a world-class team Work alongside top-tier talent from around the world in an environment where excellence ownership and collaboration are at the core of everything we do. We care deeply about what we build and how we build itand we want you to be a part of it.

• Competitive compensation & meaningful ownership We believe in rewarding our talent. Youll receive a generous salary equity in the company and benefits that go beyond the basics to support your growth.

How the hiring process looks like

We believe in a fast transparent and engaging hiring experience that allows both you and us to determine if theres a great fit. Heres 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 youre looking for. Well 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 youll analyze operational data identify plan vs. actual deviations and translate your findings into clear actionable recommendations for the operation.

• Step 4: Stakeholder Interview If theres a strong match youll have a final conversation with a key stakeholder to align on expectations cultural fit and ensure mutual excitement. From there well 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.

Required Experience:

IC