About this role
A LITTLE BIT ABOUT Boldr
• Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world. • We are a global team, united by our desire to connect diverse people with common values for boldr impact. • We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.
LET?S START WITH OUR VALUES
• Meaningful connections start with AUTHENTICITY • We do our best work by being CURIOUS • We grow by remaining DYNAMIC • Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE • At the heart of great partnerships we?ll always find EMPATHY
WHAT IS YOUR ROLE As a Workforce and SLA Reporting Management Analyst, you will be responsible for executing and optimizing Workforce Management processes and own the operational reporting process within a 24/7 BPO environment supporting multiple channels simultaneously
This role focuses on workforce planning, scheduling, and real-time performance monitoring. You will work with moderate autonomy on complex workforce scenarios, using data-driven analysis to support staffing decisions and operational performance. You will collaborate closely with Operations, QA, and Implementations teams to ensure alignment with service targets and client needs.
WHY DO WE WANT YOU We are currently looking for impact-driven individuals who are passionate in helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic and Authentic.
WHAT WILL YOU DO Workforce Planning & Analysis
• Build and maintain accurate, timely reporting and dashboards for both internal and client stakeholders. • Extract, analyze, and interpret operational and performance data in real time to identify trends, risks, and opportunities. • Build and maintain staffing models based on forecasts, productivity assumptions, and operational targets. • Translate volume forecasts into headcount requirements. • Develop scenario analyses for ramp, attrition, and seasonality. • Support workforce planning for new and existing programs.
Scheduling & Capacity Management
• Monitor SLAs and KPIs continuously; proactively alert stakeholders to at-risk or breached metrics and recommend corrective actions. • Apply WFM discipline (intraday management, scheduling and roster adjustments, adherence, occupancy, and capacity planning) and advise Team Captains on required changes to team members' schedules. • Create and maintain agent schedules using tools such as Assembled and homegrown AI models. • Ensure schedules align with SLA targets, coverage needs, and efficiency goals. • Account for multi-channel support, time zones, and staffing constraints. • Identify and recommend adjustments to improve staffing coverage.
Real-Time Management
• Monitor intraday performance, queues, and agent adherence. • Identify risks to service levels and propose corrective actions. • Coordinate with Client Teams to implement real-time adjustments. • Prepare data, dashboards, and narratives to support the CXM for client Business Reviews / QBRs • Support the CXM in identifying and communicating additional client needs (e.g., staffing, tooling, process changes).
Data Analysis & Reporting
• Analyze WFM metrics such as occupancy, shrinkage, utilization, and SLA attainment. • Build and maintain dashboa