Workforce Manager

TL;DR

Workforce Manager (Support): Lead and optimize support team's operational efficiency through real-time management, forecasting, scheduling, and capacity planning with an accent on aligning staffing strategies with business goals, SLAs, costs, and agent productivity. Focus on developing staffing models, driving process improvements, analyzing trends, and providing data-driven recommendations to leadership.

Location: Office, Mexico City

Company

hirify.global is the leading go-to-market SaaS solution for revenue teams, providing verified B2B contact data and tools to engage and convert prospects, trusted by over 500,000 companies globally.

What you will do

• Develop long-term workforce strategies, forecasting, and capacity planning to support business growth across channels like phone, chat, and email.
• Build and refine staffing models balancing service levels, labor costs, and agent utilization; manage headcount planning and hiring recommendations.
• Oversee real-time monitoring, intraday adjustments, team of Real-Time and Scheduling Analysts, adherence tracking, and efficiency improvements.
• Monitor key WFM metrics, create dashboards and reports on forecast accuracy, occupancy, adherence, and SLA performance.
• Collaborate with Customer Support Leadership, HR, Finance, Technology, and Ops to align strategies, manage costs, and optimize tools.

Requirements

• Experienced in WFM methodologies, data-driven, proactive with skills in trend analysis, process improvements, and operational efficiency.
• Ability to lead a team of Real-Time Analysts and Scheduling Analysts, coach for enhanced performance.
• Must work from office in Mexico City.

Nice to have

• Experience in AI and automation for productivity.

Culture & Benefits

• AI-native culture focused on continuous improvement, productivity, and automation.
• Extreme ownership, focus, urgency, voracious learning, and collaboration across departments.
• Deep investment in growth with resources, support, autonomy, bold ideas, and smart risks.