Senior Workforce Manager (Fintech)

Location: Mexico; currently fully remote, with a future transition to a hybrid setup. Future hubs are planned in Mexico City, Guadalajara, Bogotá, Buenos Aires, Rio de Janeiro, and São Paulo.

Company

hirify.global is a hyper-growth Series C fintech building an AI-powered financial companion and cross-border money movement services for Latinos in the US.

What you will do

• Build and improve long-range, monthly, weekly, and intraday volume forecasts across corridors, channels, and contact types.
• Own the end-to-end staffing model for in-house and BPO operations, including capacity plans, hiring cycles, BPO ramp-ups, and shift design.
• Design real-time adherence and intraday management practices for service-level performance during volatility and end-of-month spikes.
• Partner with Finance on quarterly headcount and BPO spend plans, including variance commentary for leadership.
• Define WFM metrics and lead the selection and implementation of workforce management tools such as Assembled, Playvox, or Tymeshift.
• Design schedules covering shifts, breaks, and multiple corridors while adapting to asynchronous customer interactions.

Requirements

• 6+ years of WFM experience focused on time series, seasonality, and multi-channel volumes, especially asynchronous messaging.
• Advanced capacity planning and staffing modeling skills, including Erlang variants, asynchronous equivalents, and FTE modeling.
• High proficiency in SQL and BigQuery, with expert-level spreadsheet modeling skills.
• Experience implementing and managing WFM software such as Verint, NICE, or Assembled.
• Strong executive communication skills and the ability to explain complex data and recommendations to COO and Finance leadership.
• Native-level Spanish and business-level English, written and verbal. A degree in Engineering, Finance, Economics, or a related quantitative field is preferred.

Culture & Benefits

• Currently fully remote, with a planned transition to a hybrid, hub-centric work model.
• Competitive salary, initial stock options grant, and annual performance bonus.
• Health, dental, and vision plans.
• Continuous learning opportunities and growth in an entrepreneurial environment.
• Unlimited PTO and paid parental leave.