Overview As we continue growing and evolving our Operations, we are looking for a strategic and data-driven Workforce Manager to join our team in Puebla.
This role will be responsible for leading workforce planning for a 24/7 inbound operation, ensuring the right resources are in place to deliver an outstanding customer experience while balancing efficiency, productivity, employee engagement, and cost effectiveness.
Location: Puebla, Mexico.
Key Responsibilities & Expertise The role involves workforce planning for a 24/7 inbound operation and requires expertise in the following areas: Forecasting & Capacity Planning Scheduling Strategy & Optimization Real-Time Workforce Management Contact Center Analytics & Reporting Workforce Management Platforms (NICE, Verint, Genesys, Calabrio, etc.) Multi-site and high-volume Contact Center environments Success in this role will be measured through forecast accuracy, workforce optimization, service level performance, schedule efficiency, and overall staffing cost management.
Benefits Competitive compensation package Exposure to international business operations A collaborative,



people-first culture where your ideas and impact matter The opportunity to join a stable and established financial services organization, offering a long-term career path beyond the traditional outsourcing environment Requirements 5+ years of Workforce Management experience in a Contact Center environment Advanced forecasting, scheduling, and capacity planning expertise Experience leading workforce teams and driving operational performance Advanced Excel and reporting skills (Power BI and/or Tableau preferred) Fully bilingual in English and Spanish Requerimientos: Educación mínima: Educación superior - Licenciatura 3 años de experiencia Idiomas: Inglés Edad: A partir de 30 años Conocimientos: Capacidad de coordinación, Gestión del riesgo, Planificación estratégica, Microsoft excel, Power bi If you are passionate about workforce strategy, workforce optimization, and solving complex operational challenges, we would love to connect.
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📌 Workforce Manager - Full Time (Heroica Puebla de Zaragoza)
🏢 INTERMEX
📍 Heroica Puebla de Zaragoza