gem
Senior Workforce Manager
Félix
Remote, USA
Full-time
Senior Level
Remote
Discovered 1 weeks ago
Free
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- Build and continuously improve our volume forecast (long-range, monthly, weekly, and intraday) across all corridors, channels, and contact types. Your primary target is to achieve a weekly MAPE <10% on T1 volume by the end of Q3 2026.
- Rebuild and own the end-to-end staffing model (in-house + BPO). Deliver a unified capacity plan that drives hiring cycles, BPO ramp-ups, and shift design.
- Design and roll out a real-time adherence (RTA) and intraday management practice to ensure we meet service levels during high-volatility periods and end-of-month spikes.
- Partner with Finance to translate the capacity plan into a quarterly headcount and BPO spend plan. Own the variance commentary and explain the "why" behind the numbers to leadership.
- Define and report on key WFM metrics (WAPE, occupancy, shrinkage, schedule fit) and lead the selection and implementation of our WFM tooling stack (e.g., Assembled, Playvox, Tymeshift).
- Design the schedule generation process, including shifts, breaks, and multi-corridor coverage, adapting to the asynchronous nature of our customer interactions.
- 6+ years of experience in WFM with a focus on time-series, seasonality, and multi-channel volumes (specifically async/messaging).
- Mastery of capacity planning and staffing math (Erlang variants, async equivalents, and FTE modeling).
- High proficiency in SQL/BigQuery and expert-level spreadsheet modeling.
- Experience implementing and managing WFM software (Verint, NICE, Assembled, etc.).
- Exceptional executive communication skills; ability to translate complex data into clear recommendations for the COO and Finance.
- An operator’s instinct—comfortable with ambiguity and capable of building robust models from scratch with imperfect data.
- Native-level Spanish and business-level English (written and verbal).
- Degree in Engineering, Finance, Economics, or a related quantitative field is preferred.
- These are the applicable requisites, although equivalent competencies in any of the above will also be considered.
- Competitive salary
- Initial stock options grant
- Annual performance bonus
- Health, dental, and vision plans
- Remote work environment, although we have offices in Miami and México City and would love to work in hybrid model if you are up to it.
- Continuous learning opportunities
- Unlimited PTO
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