Senior Workforce Manager (Fintech)

TL;DR

Senior Workforce Manager (Fintech): Building and owning the WFM architecture from scratch for a WhatsApp-native remittance platform with an accent on volume forecasting, capacity planning, and staffing models. Focus on achieving high forecast accuracy, implementing real-time adherence practices, and optimizing BPO and in-house headcount spend.

Location: Remote, with hybrid options in Miami and México City

Company

A hyper-growth Series B fintech building an AI-powered financial ecosystem for Latin immigrants in the U.S.

What you will do

• Develop and refine volume forecasts across all channels to achieve a weekly MAPE <10% on T1 volume.
• Create and manage a unified end-to-end staffing model for both in-house teams and BPOs.
• Establish real-time adherence (RTA) and intraday management to handle volatility and month-end spikes.
• Collaborate with Finance to align capacity plans with quarterly headcount and budget spending.
• Define key WFM metrics (WAPE, occupancy, shrinkage) and implement the WFM tooling stack.
• Design schedule generation processes tailored to asynchronous customer interactions.

Requirements

• 6+ years of experience in Workforce Management, specifically with async/messaging channels.
• Expertise in capacity planning, FTE modeling, and Erlang variants.
• High proficiency in SQL/BigQuery and expert-level spreadsheet modeling.
• Experience implementing WFM software such as Verint, NICE, or Assembled.
• Native-level Spanish and business-level English (written and verbal).
• Degree in Engineering, Finance, Economics, or a quantitative field preferred.

Culture & Benefits

• Competitive salary, initial stock options, and annual performance bonuses.
• 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 in a dynamic entrepreneurial environment.