OverviewAs 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 & ExpertiseThe role involves workforce planning for a 24/7 inbound operation and requires expertise in the following areas:Forecasting & Capacity PlanningScheduling Strategy & OptimizationReal-Time Workforce ManagementContact Center Analytics & ReportingWorkforce Management Platforms (NICE, Verint, Genesys, Calabrio, etc.)Multi-site and high-volume Contact Center environmentsSuccess in this role will be measured through forecast accuracy, workforce optimization, service level performance, schedule efficiency, and overall staffing cost management.BenefitsCompetitive compensation packageExposure to international business operationsA collaborative,



people-first culture where your ideas and impact matterThe opportunity to join a stable and established financial services organization, offering a long-term career path beyond the traditional outsourcing environmentRequirements5+ years of Workforce Management experience in a Contact Center environmentAdvanced forecasting, scheduling, and capacity planning expertiseExperience leading workforce teams and driving operational performanceAdvanced Excel and reporting skills (Power BI and/or Tableau preferred)Fully bilingual in English and SpanishRequerimientos: Educación mínima: Educación superior - Licenciatura3 años de experienciaIdiomas: InglésEdad: A partir de 30 añosConocimientos: Capacidad de coordinación, Gestión del riesgo, Planificación estratégica, Microsoft excel, Power biIf 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