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

• Develop and consistently enhance volume forecasts across all corridors, channels, and contact types.

• Attain a weekly MAPE of less than 10% on T1 volume by the conclusion of Q3 2026.

• Redesign and take ownership of the comprehensive staffing model for in-house and BPO operations.

• Provide a cohesive capacity plan that drives hiring cycles, BPO ramp-ups, and shift design.

• Create and implement real-time adherence and intraday management practices.

• Collaborate with Finance on quarterly headcount and BPO expenditure plans.

• Manage variance commentary and articulate the reasoning behind numbers to leadership.

• Establish and report on WFM metrics, including WAPE, occupancy, shrinkage, and schedule fit.

• Lead the selection and deployment of the WFM tooling stack.

• Design scheduling generation processes that encompass shifts, breaks, and multi-corridor coverage.

• Over 6 years of experience in WFM, focusing on time-series, seasonality, and multi-channel volumes (particularly async/messaging).

• Proficient in capacity planning and staffing mathematics (Erlang variants, async equivalents, and FTE modeling).

• Advanced skills in SQL/BigQuery and expert-level spreadsheet modeling.

• Experience in implementing and managing WFM software (Verint, NICE, Assembled, etc.).

• Outstanding executive communication skills; ability to convert complex data into straightforward recommendations for the COO and Finance.

• An operator’s intuition—adept at navigating ambiguity and capable of constructing robust models from scratch with incomplete data.

• Native-level Spanish and business-level English (both written and verbal).

• A degree in Engineering, Finance, Economics, or a related quantitative discipline is preferred.

• These are the specified requirements, although equivalent qualifications in any of the aforementioned areas will also be considered.

• Competitive salary

• Initial stock options grant

• Annual performance bonus

• Health, dental, and vision plans

• Work model: currently fully remote, with plans to transition to a hybrid setup in the future.

• Opportunities for continuous learning

• Unlimited PTO

• Paid parental leave

• Empowering opportunities for growth in a dynamic entrepreneurial environment

Senior Workforce Manager

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