Descripción del trabajo 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. We're looking for a workforce professional with strong expertise in:

- 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

What we offer:

- 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

Success in this role will be measured through forecast accuracy, workforce optimization, service level performance, schedule efficiency, and overall staffing cost management.

Location: Puebla, Mexico

#J-18808-Ljbffr

📌 Manager, Network Services (Heroica Puebla de Zaragoza)
🏢 Intermex - International Money Express
📍 Heroica Puebla de Zaragoza