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 PlanningScheduling Strategy & OptimizationReal-Time Workforce ManagementContact Center Analytics & ReportingWorkforce Management Platforms (NICE, Verint, Genesys, Calabrio, etc.)Multi-site and high-volume Contact Center environmentsWhat we offer:Competitive 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 environmentRequirements:5+ 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 SpanishSuccess in this role will be measured through forecast accuracy, workforce optimization, service level performance, schedule efficiency, and overall staffing cost management.Location: Puebla, Mexico
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