Senior Workforce Manager

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

📋 Description

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

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

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

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

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

• Collaborate with the Finance team on quarterly headcount and BPO expenditure planning.

• Manage variance commentary and articulate the rationale behind workforce figures to leadership.

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

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

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

⛳️ Requirements

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

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

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

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

• Outstanding executive communication abilities; able to simplify complex data into clear recommendations for the COO and Finance.

• An operator’s mindset—comfortable with uncertainty and adept at constructing robust models from scratch using imperfect data.

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

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

• Equivalent qualifications in the specified areas will also be considered.

🏝️ Benefits

• Competitive salary.

• Initial grant of stock options.

• Annual performance bonus.

• Health, dental, and vision insurance plans.

• Current work model is fully remote, with plans for a future transition to a hybrid setup.

• Opportunities for continuous learning.

• Unlimited paid time off (PTO).

• Paid parental leave.

• Opportunities for growth in a dynamic, entrepreneurial environment.