Senior WFM Architect: Async Remittance Ops Forecasting

Félix; Municipio de Rincón de los Sauces; On-site; ARS 181,700,000 - 272,550,000; Full time

Benefits offered by this job

Stock options

Annual performance bonus

Remote work environment

Health, dental, and vision plans

Unlimited PTO

Paid parental leave

Growth opportunities

Job summary

Félix seeks a Senior Workforce Manager to own WFM architecture from scratch. You’ll forecast across channels, design lean staffing, and implement RTA in a WhatsApp-native remittance environment.

This role partners with COO and Finance to align capacity with business objectives and drive efficiency for millions of families. You will build forecasting models, define KPIs like MAPE and occupancy, and lead tooling selection (Assembled, Playvox, Tymeshift).

Qualifications

• 6+ years of WFM experience with time-series, seasonality, and multi-channel volumes (async/messaging).
• Mastery of capacity planning and staffing math (Erlang variants, async equivalents, and FTE modeling).
• High proficiency in SQL/BigQuery and expert-level spreadsheet modeling.
• Experience implementing and managing WFM software (Verint, NICE, Assembled, etc.).
• Exceptional executive communication skills; ability to translate complex data into clear recommendations for leadership.
• Operator’s instinct—comfortable with ambiguity and building robust models from scratch.
• Native-level Spanish and business English (written and verbal).
• Degree in Engineering, Finance, Economics, or related quantitative field preferred.

Responsibilities

• Forecast volume across all corridors, channels, and contact types with weekly MAPE targets.
• Rebuild and own end-to-end staffing model (in-house + BPO) and drive hiring and shifts design.
• Roll out real-time adherence (RTA) and intraday management to meet service levels.
• Translate capacity plans into quarterly headcount and BPO spend with clear variance explanations.
• Define and report WFM metrics and drive selection/implementation of WFM tooling stack.
• Design schedule generation processes for multi-corridor coverage in asynchronous environments.

Skills

WFM analytics

Time-series modelling

Forecasting

SQL/BigQuery

Executive communication

Education

Engineering/Finance/Economics degree

Tools

Verint

NICE

Assembled

Tymeshift

Playvox

Job description

Félix seeks a Senior Workforce Manager to own WFM architecture from scratch. You’ll forecast across channels, design lean staffing, and implement RTA in a WhatsApp-native remittance environment.

This role partners with COO and Finance to align capacity with business objectives and drive efficiency for millions of families. You will build forecasting models, define KPIs like MAPE and occupancy, and lead tooling selection (Assembled, Playvox, Tymeshift).