Senior Workforce Manager (Fintech)

TL;DR

Senior Workforce Manager (Fintech): Building WFM architecture from scratch to ensure lean and scalable operations for a WhatsApp-native financial ecosystem with an accent on volume forecasting, capacity planning, and staffing models. Focus on achieving high forecasting accuracy, implementing WFM tooling, and optimizing headcount for an asynchronous messaging environment.

Location: Remote, with offices in Miami and Mexico City (hybrid model available for those located there).

Company

A hyper-growth Series B fintech company building an AI-powered financial ecosystem for Latin immigrants in the U.S., specializing in remittances via WhatsApp.

What you will do

• Build and continuously improve volume forecasts across all corridors and channels to achieve weekly MAPE <10% on T1 volume.
• Develop and own the end-to-end staffing model for both in-house and BPO resources.
• Design and roll out real-time adherence (RTA) and intraday management practices.
• Partner with Finance to translate capacity plans into quarterly headcount and BPO spend plans.
• Lead the selection and implementation of the WFM tooling stack (e.g., Assembled, Playvox, Tymeshift).
• Design the schedule generation process adapted to asynchronous customer interactions.

Requirements

• 6+ years of WFM experience focusing on time-series, seasonality, and multi-channel async/messaging volumes.
• Mastery of capacity planning and staffing math (Erlang variants and FTE modeling).
• High proficiency in SQL, BigQuery, and expert-level spreadsheet modeling.
• Experience implementing and managing WFM software (Verint, NICE, Assembled, etc.).
• Native-level Spanish and business-level English (written and verbal).
• Degree in Engineering, Finance, Economics, or a related quantitative field.

Culture & Benefits

• Competitive salary, initial stock options grant, and annual performance bonus.
• Comprehensive health, dental, and vision plans.
• Remote work environment with hybrid options in Miami and Mexico City.
• Unlimited PTO and paid parental leave.
• Continuous learning opportunities within a dynamic entrepreneurial environment.