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[27 / 09 / 2025] Strategic Business Leader...

beBeeWorkforceTenochtitlán, MX

Hace 14 horas

Descripción del trabajo

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 global 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.

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Strategic • Tenochtitlán, MX