Senior Associate, Workforce Planning
Core
Develop and scale support center operations in Mexico City by translating forecasted demand into staffing requirements and actionable hiring plans.
Role type
Senior Workforce Planner (Contact Center)
Builds
Annual, monthly, weekly, and interval-level support capacity plans and new hire plans for a 24/7/365 organization.
Domain
Logistics / Customer Support Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Contact forecasting, capacity planning, new hire planning, attrition modeling, ramp-up assumptions, Excel/Google Sheets modeling, SQL, operational metrics analysis (service level, AHT, occupancy, shrinkage, forecast accuracy), BPO partner collaboration
Preferred skills
Experience with Business Process Outsourcing (BPO) partners, seasonality trend analysis, process improvement innovation
Technologies
Excel, Google Sheets, SQL
Responsibilities
Develop and maintain new hire plans translating staffing gaps into hiring requirements and training timelines; Build and maintain support capacity plan models at multiple time intervals; Forecast incoming contacts based on delivery volume and onboarding; Analyze historical data to improve support operations; Guide short-term staffing adjustments to address gaps; Partner with Real Time Analysts for demand insight and outage reporting; Produce data insights to identify opportunities to improve speed, quality, and customer experience; Collaborate with product, engineering, and tools teams to improve processes.
Seniority
Senior, hands-on IC
