Workforce Manager

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

The ideal candidate is highly analytical, comfortable influencing business decisions through data, and experienced partnering with Operations leaders to drive performance and contin...