Workforce and Reporting Manager
About Addi
We are a leading financial platform, building the future of payments, shopping, and banking—a 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 20,000 merchants, making Addi Colombia’s 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 country’s leading Buy Now, Pay Later provider, we have secured regulatory approval to operate as a bank, unlocking even greater opportunities for our customers. In 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 growing—we are transforming Latin America’s 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, you’ll find what this role is all about—the impact you’ll drive, the challenges you’ll tackle, and what it takes to thrive at Addi. If you’re ready to be part of something big, keep reading.
What’s the mission you’ll drive
Transform the Workforce Management function from a scheduling department into a strategic engine that drives profitability and customer experience. Act as the "Command Center" for neobanking and BNPL operations, leveraging advanced forecasting and CX technology to balance aggressive service level agreements with rigorous financial discipline and operational effectiveness.
What you will do
Build workforce plans and capacity models that align with business volume and service-level needs. Ensure staffing models and resource assumptions are reviewed regularly, resulting in improved predictability and fewer operational gaps.
Own the intraday performance and service level strategy to ensure timely responses across all channels. Maintain a balance between high productivity and the prevention of customer abandonment through disciplined monitoring and adjustment.
Refine dialing algorithms and interaction windows to improve reachability rates. Directly impact the effectiveness of collections and support operations by ensuring resources are deployed when and where they have the highest impact.
Implement and manage advanced WFM templates and constraints to ensure full compliance with local labor laws while maintaining operational flexibility. Lead the integration of automated and AI-driven models into the capacity planning framework.
Develop strategic dashboards that translate complex operational math into clear business logic for leadership. Partner with Product and Engineering teams to identify and prioritize experience issues based on operational metadata.
What we’re looking for
Deep WFM Expertise in High-Stakes Environments
Extensive hands-on experience in Workforce Management within Support and Collections operations.
Expert-level proficiency in Genesys Cloud CX or similar enterprise-level WFM stacks.
Strong understanding of operational metrics and their direct connection to business-level KPIs and financial sustainability.
Analytical Rigor and Technical Craftsmanship
Mastery of quantitative analysis and data-driven decision-making.
Ability to build complex capacity models for new products even when historical data is limited or ambiguous.
Proficient in using data tools to extract raw interaction metadata and drive "root cause" validation for operational performance.
Strategic Leadership and Conflict Resolution
Ability to lead and empower teams, fostering a positive work environment while maintaining high accountability for targets.
Skilled at addressing and resolving operational conflicts constructively, ensuring a focus on common business objectives.
High degree of resilience and the ability to evaluate and adjust tactics quickly based on real-time market feedback.
Communication and Stakeholder Management
Ability to clearly convey complex ideas, expectations, and mathematical frameworks to both technical and non-technical audiences.
Excellent verbal and written communication skills to effectively interact with cross-functional leaders and external partners.
Consistent focus on "world-class" craftsmanship, constantly pushing for excellence beyond current best practices.
Extreme Ownership and Bias for Action
Operates autonomously and thrives in fast-paced environments with frequent changes and implementations.
Demonstrates sound judgment under pressure, prioritizing tasks based on urgency and importance to the business.
Takes full responsibility for operational outcomes, acting as a proactive partner to the broader organization.
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 won’t just be an employee—you’ll be an owner
Unparalleled growth opportunity – The market we’re tackling is massive, and we’re growing faster than almost any fintech lender at our stage. If you’re looking for a high-impact role in a company that’s 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 it—and we want you to be a part of it.
Competitive compensation & meaningful ownership – We believe in rewarding our talent. You’ll 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 there's a great fit. Here’s 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 you're looking for. We’ll also share more about Addi, our culture, and the role.
Step 2: Initial Interview (45 min)
A more in-depth conversation with the hiring manager, where we explore your skills, experience, and problem-solving approach. We want to understand how you think and work.
Step 3: 2 Deep Dive interviews (45 min)
You'll meet future colleagues and cross-functional team members to get a feel for how we work together. We’re looking for strong contributors and cultural fits, so bring your questions, too!
Step 4: Business Case (3-5 Days)
You may receive a real-world challenge or case study to complete. This is a chance to showcase your expertise and how you approach key problems relevant to the role.
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.