WFM Manager
Core
Lead a global Workforce Management team to ensure accurate forecasting, optimized staffing, and effective scheduling across contact center operations in Mexico, Poland, and the U.S.
Role type
Senior Manager, Workforce Management
Builds
Operational dashboards, reports, and standardized WFM processes for global contact centers
Domain
Contact Center Operations / Workforce Management
Required skills
Team leadership and development, Strategic planning, Data analysis, Process improvement, Stakeholder management, WFM operations expertise, Contact center operations knowledge, Vendor management, WFM systems proficiency, Data-driven decision making
Preferred skills
Fintech or SaaS experience, Advanced WFM certifications, Additional languages beyond English and Spanish
Technologies
WFM systems, ACD platforms, CRM systems, Excel, Google Sheets, Power BI
Responsibilities
Lead and develop a team of specialists and associate managers, Own end-to-end WFM operations across multiple countries, Define and implement standardized processes for Forecasting, Staffing, Scheduling, and Optimization, Monitor team metrics and performance dashboards, Act as a key point of contact for client-facing teams, Analyze historical and real-time operational data to identify trends and risks
Seniority
Senior, hands-on IC with team management
