Job Description
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 performan...