Customer Experience Specialist - WFM
About us
Nu is one of the largest digital financial platforms in the world, with more than 122 million customers across Brazil, Mexico, and Colombia. Guided by our mission to fight complexity and empower people, we are redefining financial services in Latin America and this is still just the beginning of the purple future we're building.
Listed on the New York Stock Exchange (NYSE: NU), we combine proprietary technology, data intelligence, and an efficient operating model to deliver financial products that are simple, accessible, and human.
Our impact has been recognized by global rankings such as Time 100 Companies, Fast Company’s Most Innovative Companies, and Forbes World’s Best Bank. Visit our institutional page Careers at Nu - Join our team!
About the role
We are looking for a proactive and strategic person who does not wait to be told what to do. On our team, you will have the autonomy to design and execute plans that boost not only your own performance but that of the entire team. You will be a key connector, able to communicate clearly, influence different areas and align stakeholders to bring your initiatives to life. If you are passionate about solving complex problems with data and thrive in a collaborative environment where constant learning is celebrated, this is the place for you.
You'll be responsible for:
- Be responsible for the end to end governance of the CX routing model in Colombia.
- Lead the Allocation process in collaboration with WFM, ensuring optimal resource distribution based on demand forecasts and operational priorities.
- Monitor and optimize utilization, adherence and productivity metrics across internal teams and BPOs.
- Work closely with Workforce Management (WFM) as part of it, CX Operations and Analytics teams to identify opportunities for efficiency gains, ensuring the right balance between service levels and cost efficiency.
- Analyze performance data to identify bottlenecks, inefficiencies, or unbalanced workloads, proposing data backed improvements.
- Communicate key insights, operational risks and performance updates to leadership and stakeholders in a clear, concise and data driven manner.
Qualifications:
- Bachelor's degree
- English level: Advanced (All reports, dashboards and presentations are in English)
- Strong understanding of operational CX logic and workforce models (WFM)
- Advanced skills in Excel/Google Sheets for analysis and reporting.
- Familiarity with SQL for extracting and analyzing operational data.
- Experience with CX systems and routing platforms (e.g., Twilio, Zendesk) is a strong plus.
Benefits
- Chance of earning equity at Nu
- Extended maternity and paternity leaves
- Health and life insurance
- NuCare - Our mental health and wellness assistance program
- Nucleo - Our learning platform of courses
- NuLanguage - Our language learning program
- Vacations of 15 workdays
- Gym partnership
- Work-from-home Allowance
- Parental Consultancy
- Relocation Assistance Package, if applicable
Location & Work Model
- This position is based in Bogotá, Colombia
- Our hybrid work model brings us to the office for one week every cycle, which may vary between one and three months.