Senior WFM Planning Analyst

Location: Mexico City, Mexico

Company

hirify.global operates a global delivery platform and a network of support centers focused on customer, merchant, and dasher experience.

What you will do

• Build and maintain monthly, weekly, daily, and interval-level support capacity plans for a large 24/7/365 organization.
• Forecast incoming support contacts based on delivery volume and customer or dasher onboarding.
• Analyze historical data, seasonality, and staffing utilization to improve operational efficiency and customer experience.
• Guide short-term staffing adjustments and track how staffing plans are implemented and optimized.
• Partner with Real Time Analysts and operations teams on demand insights, outage reporting, and staffing decisions.
• Work with integrity, customer experience, product, engineering, and tools teams to develop, test, implement, and measure improvements.

Requirements

• 4+ years of post-graduate experience in operations, strategy, consulting, banking, technology, or a related field.
• Strong analytical and data-driven problem-solving abilities.
• Experience modeling and analyzing data in Excel or Google Sheets; SQL experience is required for the role's responsibilities.
• Excellent written and verbal communication, organization, attention to detail, and follow-through.
• Ability to manage multiple deadlines and operate effectively in a fast-paced, constantly changing environment.
• Ability to develop creative solutions, work through ambiguity, and execute recommendations from analysis through implementation and measurement.

Culture & Benefits

• Team-oriented workforce management environment with multiple planners, schedulers, workforce managers, and Real Time Analysts.
• High-ownership environment focused on quality, measurable output, and continuous improvement.
• Opportunity to work on complex, rapidly changing support operations at scale.