Senior Global Workforce Planning Associate

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Enhance workforce scheduling, forecasting, intraday monitoring, and reporting for the Crisis Intervention sector in the US and Mexico.

• Supervise real-time adherence and volume, analyze variances, and implement corrective measures.

• Create and oversee schedules that align business demands, employee availability, and operational requirements.

• Arrange counselor role-play and New Counselor Shift schedules in collaboration with training and volunteer operations teams.

• Formulate and manage staff forecasts based on historical data, trends, and anticipated volume.

• Produce regular reports and perform ad-hoc analyses that provide actionable staffing insights.

• Oversee long-term PTO bidding and planning processes.

• Administer the shift bidding process.

• Collaborate with leadership on staffing-related time-off approvals and denials.

• React to volume variations by requesting additional shifts, offering time off, or utilizing established operational levers.

• Work a mix of weekend and evening shifts as necessary.

• Conduct “what-if” scheduling analyses.

• Mentor and support other WFM staff members.

• Provide education to Crisis Intervention leadership on WFM best practices.

• Recognize patterns and opportunities for improvement, and work together on implementing solutions.

• Engage in policy and procedure reviews and updates.

• Gather, process, and analyze contact interaction, team performance, and support-platform trend data, including MCC funnel and performance metrics.

• Develop reports and presentations that include data-driven recommendations.

⛳️ Requirements

• Extensive knowledge and practical experience with Genesys Cloud WFM or similar workforce management systems.

• A Bachelor’s degree in business administration or a related field OR 4+ years of experience in workforce planning, scheduling, or similar roles.

• Prior experience in contact centers or online support services.

• Strong analytical abilities to generate and interpret reports effectively.

• Familiarity with data privacy regulations and security protocols.

• Solid grasp of forecasting, scheduling, and workforce optimization strategies.

• Exceptional written and verbal communication skills for engaging with cross-functional teams and leadership.

• Strong problem-solving capabilities to tackle volume fluctuations, adherence challenges, and scheduling efficiency issues.

• Flexibility to work a varied schedule, including weekends and evenings as necessary.

• Bilingual in English and Spanish, both spoken and written.

🏝️ Benefits

• Comprehensive health coverage and life insurance.

• Access to mental health resources, including virtual care and various in-network and out-of-network support options.

• Generous paid time off and company holidays to help you rest and recharge.

• Flexibility to work remotely from anywhere in Mexico.

• Provision of necessary technology.

• Home office setup stipend.

• Annual internet stipend.