Senior Workforce Manager

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

📋 Description

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

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

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

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

• Design and implement real-time adherence and intraday management strategies.

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

• Manage variance commentary and articulate the underlying factors behind the figures to leadership.

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

• Lead the selection and implementation of WFM tools such as Assembled, Playvox, and Tymeshift.

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

⛳️ Requirements

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

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

• High-level proficiency in SQL/BigQuery and advanced spreadsheet modeling skills.

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

• Outstanding executive communication abilities; capable of converting complex data into straightforward recommendations for the COO and Finance.

• An operational mindset—comfortable navigating ambiguity and adept at constructing robust models from scratch using incomplete data.

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

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

• Equivalent qualifications in the relevant areas will also be taken into account.

🏝️ Benefits

• Competitive salary.

• Initial stock options grant.

• Annual performance bonus.

• Health, dental, and vision plans.

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

• Opportunities for continuous learning.

• Unlimited PTO.

• Paid parental leave.

• Empowering growth opportunities in a dynamic entrepreneurial environment.