As we continue growing and evolving our Operations, we are looking for a strategic and datadriven 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.
Were looking for a workforce professional with strong expertise in
Forecasting Capacity Planning
Scheduling Strategy Optimization
RealTime Workforce Management
Contact Center Analytics Reporting
Workforce Management Platforms NICE, Verint, Genesys, Calabrio, etc.
Multisite and highvolume Contact Center environments
The ideal candidate is highly analytical, comfortable influencing business decisions through data, and experienced partnering with Operations leaders to drive performance and continuous improvement.
What we offer
Competitive compensation package
Exposure to international business operations
A collaborative, peoplefirst culture where your ideas and impact matter
The opportunity to join a stable and established financial services organization, offering a longterm 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
Success in this role will be measured through forecast accuracy, workforce optimization, service level performance, schedule efficiency, and overall staffing cost management.
If you are passionate about workforce strategy, workforce optimization, and solving complex operational challenges, we would love to connect.
Location Puebla, Mexico
To apply, please send your resume to intermexusa.com, indicating the position title in the email subject line, or apply directly through LinkedIn using the link below.

Bolsa de trabajo México ofrecemos puesto de WorkForce Manager para el sector de CallCenter Telemercadeo en la empresa Intermex de Puebla. Salario acorde a tu experiencia y al salario medio del sector. Actualiza ahora tu currículum vitae y postúlate a este empleo. Tipo de empleo Jornada completa.

📌 WorkForce Manager Full Time (Heroica Puebla de Zaragoza)
🏢 INTERMEX
📍 Heroica Puebla de Zaragoza