Workforce Manager WFM - BPO

Location : Chapultepec & Tlalnepantla (availability required for both sites)

🕒 Schedule : Full-time

About the Role

We are looking for a Workforce Manager with a strategic mindset and proven experience in leading Workforce Management operations in a fast-paced Contact Center / BPO environment. This role is critical to ensuring service levels are met by balancing demand, staffing, and efficiency.

The Workforce Manager will lead the WFM team, develop capacity plans, oversee forecasting, and ensure effective scheduling and real-time monitoring of operations.

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).
• Availability to work in both Chapultepec and Tlalnepantla as per business needs.
• Strong leadership, analytical thinking, and communication skills.

Key Responsibilities

We Offer

Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.