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Location: Chapultepec & Tlalnepantla (availability required for both sites)
Schedule: Full-time
About the Role
We are looking for a Workforce Manager with a strategic mindset and proven experience in leading Workforce Management operations in a fast-paced Contact Center/BPO environment. This role is critical to ensuring service levels are met by balancing demand, staffing, and efficiency.
The Workforce Manager will lead the WFM team, develop capacity plans, oversee forecasting, and ensure effective scheduling and real-time monitoring of operations.
Requirements
- Minimum 3 years of experience in Workforce Management within the Contact Center/BPO industry.
- Strong knowledge of forecasting, capacity planning, scheduling, and intraday management.
- Hands-on experience with WFM tools (Genesys, Verint, Aspect, NICE, or similar).
- Advanced Excel skills; experience with Power BI/SQL is a strong plus.
- Advanced English (minimum 80% proficiency, spoken and written).
- Availability to work in both Chapultepec and Tlalnepantla as per business needs.
- Strong leadership, analytical thinking, and communication skills.
Key Responsibilities
- Lead the Workforce Management team, coaching and supervising WFM Analysts.
- Develop and maintain forecasting models for volume and staffing needs.
- Build and oversee capacity plans, ensuring accurate resource allocation.
- Manage scheduling, vacation planning, and shift coverage to maximize productivity.
- Monitor intraday performance (SLAs, AHT, adherence, shrinkage) and coordinate real-time adjustments.
- Partner with Operations, HR, and Finance to align staffing strategies with business objectives.
- Provide executive-level reporting on performance, trends, and opportunities for improvement.
- Ensure smooth WFM operations across Chapultepec and Tlalnepantla sites.
We Offer
- Competitive salary + full legal benefits.
- Career growth opportunities in a global environment.
- Continuous training and professional development.
- Dynamic and multicultural work environment.
FoundeverTM is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.
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