This Workforce Management position is a critical component of our service levels and customer experience. In this job, you will work to understand historical patterns for work arrivals and make suggestions and adjustments to ensure we are scheduling our staff at the right times. This position is one level above Real-Time Analyst.

Job responsibilities and functions

Data Analysis: By examining large datasets to spot trends and forecast future call volumes, the WFM Planner/Scheduler will optimize workforce allocation. Their ability to swiftly make informed decisions ensures operational efficiency and high customer satisfaction levels.

Forecasting: Planners predict call volumes and staffing needs accurately, optimizing workforce allocation to meet customer service levels without over-staffing. They use historical data trends and real-time variables, such as marketing campaigns or seasonal changes, to create precise models for future requirements. The Scheduler/Planner has an objective for their forecasts to match vigente incoming volumes more than 85% of the time.

Scheduling: Adjusting workforce schedules to match demand fluctuations ensures optimal staffing levels. A planner’s precision impacts operational efficiency and customer satisfaction directly.



This position will interface with cross functional teams to communicate, facilitate and implement staffing plans and coordinate with various departments on daily staffing levels and production efficiency. This person will develop schedules on time and work with customers if questions or concerns arise.

Reporting: The WFM Planner/Scheduler compiles summarized information and disseminates various reports, including, but not limited to, production hours, daily performance summaries, and LT/ST forecast analysis with ad-hoc reporting as requested.

Requirements High school degree

Upper-Intermediate English level

Computer knowledge: Excel, PowerPoint, Tableau.

Experience: Previous Workforce Management (WFM) experience is desired.

Service-oriented

Customer service skills

Organized

Benefits Competitive weekly salary

Excellent location (Zona Río, Tijuana)

Legal benefits

Christmas bonus

Savings fund

Profit sharing (PTU)

Vacation days

Vacation premium

Extra paid days off

Private medical insurance and preventative care

Friendly work environment

Financing and discounts at local restaurants and coffee shops

Growth opportunities

📌 Workforce Specialist (Tijuana)
🏢 Confie TA Admin
📍 Tijuana