Senior Associate, Workforce Planning

Location: Mexico City, Mexico

Company

hirify.global operates a global network of support centers to resolve delivery-related issues and provide a high-quality customer experience.

What you will do

• Develop contact forecasts, annual-to-interval capacity plans, staffing models, and actionable hiring plans.
• Translate staffing gaps into hiring requirements, training class timelines, and production-readiness plans.
• Account for attrition, training, nesting, and ramp-up periods when planning workforce capacity.
• Analyze historical data, seasonality, operational metrics, and customer cases to improve forecast accuracy, utilization, service performance, and customer experience.
• Guide short-term staffing adjustments and partner with operations and Real Time Analysts on demand insights and outage reporting.
• Collaborate with integrity, customer experience, product, engineering, tools, and BPO partners to implement and measure operational improvements.

Requirements

• 4+ years of professional experience, including hands-on Workforce Management or Workforce Planning experience in contact center or customer support operations.
• Direct experience building contact forecasts, capacity plans, and staffing models.
• Strong understanding of service level, average handle time, occupancy, shrinkage, and forecast accuracy metrics.
• Strong analytical, data modeling, organizational, written, and verbal communication skills.
• Experience using Excel or Google Sheets; ability to work with SQL and operational data.
• Ability to manage multiple deadlines and operate effectively in a fast-paced, changing, team-oriented environment.

Nice to have

• Experience collaborating with Business Process Outsourcing partners on staffing requirements, hiring plans, and capacity delivery.
• Experience in technology, operations, strategy, consulting, banking, or related fields.

Culture & Benefits

• Team-oriented environment with rapid pace and simultaneous priorities.
• Ownership of outcomes and autonomy in decision-making.
• Focus on continuous improvement, creative problem-solving, and data-driven decisions.
• Opportunity to work with diverse cultures and cross-functional teams.