Manager, Workforce Management

TL;DR

Manager, Workforce Management (BPO): Lead workforce team in 24/7 contact center operations with an accent on staffing frameworks, AI-driven modeling, and client scaling support. Focus on designing data-driven headcount plans, optimizing schedules across time zones, and delivering actionable insights for operational efficiency and growth.

Merida, Yucatan, Mexico

Company

Global B-Corp dedicated to world-class client experiences in BPO, with over 1,000 team members across five countries aiming to reach 5,000 by 2027.

What you will do

• Lead, coach, and develop Workforce Analysts and Schedulers, fostering accuracy, accountability, and continuous improvement.
• Build data-driven staffing plans, headcount models, and scenario forecasts using AI tools for current and new programs.
• Own scheduling operations with tools like Assembled, ensuring 24/7 coverage, SLA targets, and efficiency.
• Oversee real-time management, intraday monitoring, and performance adjustments to maintain service levels.
• Interpret WFM metrics via Metabase dashboards and deliver reports with actionable insights to operations and clients.
• Partner with client teams on growth opportunities, providing WFM expertise and strategic recommendations.

Requirements

• 4–6 years of Workforce Management experience in BPO/contact center, with at least 2 years in supervisory/managerial role.
• Proficiency in WFM tools (Verint, NICE, Aspect, Genesys or equivalent), advanced MS Excel, and scheduling platforms (Assembled preferred).
• Experience with Metabase or similar BI tools, AI tools (ChatGPT, Claude, Copilot) for analysis and automation.
• Proven track record in building staffing plans, headcount business cases, and leading/mentoring WFM specialists.
• Strong communication skills for presenting data to operations teams and clients; comfortable in fast-paced, multi-client environment.
• Bachelor’s degree in Business, Statistics, Operations Management, or related field (preferred).

Nice to have

• Experience in BPO or outsourced CX with multiple clients.
• Familiarity with Erlang C modeling or contact center forecasting methodologies.
• Exposure to implementation/onboarding workflows or building WFM functions from scratch in scale-up context.

Culture & Benefits

• Global team united by values: Authenticity, Curiosity, Dynamic, Ambitious Vision with Operational Excellence, Empathy.
• High-impact role supporting growth in CX Operations and Support Practice.
• Collaborative environment with QA, Technical Services, and Implementations teams.
• Focus on professional growth, continuous improvement, and client satisfaction.