2 месяца назад
Senior Workforce Manager (Fintech)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Senior Workforce Manager (Fintech): Building and owning the WFM architecture from scratch for a high-growth remittance platform with an accent on volume forecasting, capacity planning, and real-time adherence for asynchronous messaging channels. Focus on designing scalable staffing models, partnering with Finance to optimize headcount, and implementing advanced WFM tooling to drive operational efficiency.
Location: Remote, with a transition to a hybrid model in hubs (Mexico City, Guadalajara, Bogotá, Buenos Aires, Rio de Janeiro, São Paulo).
Company
is a hyper-growth fintech startup revolutionizing remittances for Latin immigrants in the U.S. through an AI-powered WhatsApp chatbot.
What you will do
- Build and refine volume forecasts across all corridors and channels to achieve high accuracy targets.
- Develop and own the end-to-end staffing model, including in-house and BPO capacity planning.
- Design real-time adherence and intraday management processes to maintain service levels during volatility.
- Partner with Finance to translate capacity plans into headcount and BPO spend budgets.
- Define key WFM metrics and lead the implementation of the WFM software stack.
- Create schedule generation processes tailored to the asynchronous nature of customer interactions.
Requirements
- 6+ years of experience in WFM with a focus on time-series and multi-channel volumes.
- Expertise in capacity planning, staffing math, and FTE modeling.
- High proficiency in SQL/BigQuery and advanced spreadsheet modeling.
- Native-level Spanish and business-level English proficiency.
- Experience implementing and managing WFM software like Verint, NICE, or Assembled.
- Strong executive communication skills to present data-driven recommendations to leadership.
Culture & Benefits
- Competitive salary with initial stock options grant.
- Annual performance bonus.
- Comprehensive health, dental, and vision plans.
- Unlimited PTO and paid parental leave.
- Continuous learning opportunities in a dynamic, entrepreneurial environment.
- Remote-first culture with optional hybrid hubs in major Latin American cities.
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