Senior Workforce Management Analyst

Location: Mexico City, Mexico

Company

hirify.global operates a global network of support centers focused on delivering a high-quality customer experience and supporting consumers, merchants, and dashers.

What you will do

• Build and maintain monthly, weekly, daily, and interval-level support capacity plans for a 24/7/365 organization.
• Forecast incoming contacts using delivery volume and Mx and Dx onboarding data.
• Analyze historical data, seasonality, and staffing utilization to improve forecast accuracy and operational efficiency.
• 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 improvements.
• Use Excel and SQL to develop recommendations, create budgets, implement timelines, test ideas, and measure results.

Requirements

• 4+ years of post-graduate experience in technology, operations, strategy, consulting, banking, or a related field.
• Strong analytical and data-driven approach with experience modeling in Excel or Google Sheets.
• Ability to analyze complex problems, develop forecasts, and turn data insights into operational improvements.
• Excellent written and verbal communication, organization, attention to detail, and follow-through.
• Ability to manage multiple deadlines in a fast-paced, constantly changing, team-oriented environment.

Culture & Benefits

• Team-oriented environment with rapid pace and broad ownership of outcomes.
• Opportunity to work across support operations, integrity, customer experience, product, engineering, and tools teams.
• Focus on continuous improvement, creative problem-solving, quality, efficiency, and customer experience.