Workforce Optimization Manager
Found in our Contact Center/BPO operations, we seek a strategic Workforce Manager to lead the team. This role is pivotal in balancing demand, staffing, and efficiency.
Key Responsibilities:
- Lead the Workforce Management team, coaching and supervising WFM Analysts.
- Develop and maintain forecasting models for volume and staffing needs.
- Build and oversee capacity plans, ensuring accurate resource allocation.
- Manage scheduling, vacation planning, and shift coverage to maximize productivity.
- Monitor intraday performance (SLAs, AHT, adherence, shrinkage) and coordinate real-time adjustments.
- Partner with Operations, HR, and Finance to align staffing strategies with business objectives.
Requirements:
- Minimum 3 years of experience in Workforce Management within the Contact Center/BPO industry.
- Strong knowledge of forecasting, capacity planning, scheduling, and intraday management.
- Hands-on experience with WFM tools (Genesys, Verint, Aspect, NICE, or similar).
- Advanced Excel skills; experience with Power BI/SQL is a strong plus.
- Advanced English (minimum 80% proficiency, spoken and written).
Benefits:
- Competitive compensation + full legal benefits.
- Career growth opportunities in a integral environment.
- Continuous training and professional development.
Our organization is a global leader in customer experience, boasting a dynamic and multicultural work environment.
About Us
We are a global company providing innovative CX solutions, technology, and expertise to support operational needs and deliver a seamless experience to customers.
📌 ▷ Buen Sueldo: Strategic Business Leader...
🏢 beBeeWorkforce
📍 Ciudad de México