Senior Workforce Architect - Remote, Equity & Growth

Félix

Buenos Aires

On-site

ARS 226,956,000 - 287,478,000

Full time

14 days+

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Benefits offered by this job

Stock options

Annual bonus

Health plan

Remote work

Unlimited PTO

Parental leave

Learning opportunities

Job summary

Félix is seeking its first Senior Workforce Manager to lead WFM as a strategic function. You will build the forecasting architecture, model staffing in-house and with BPO, and drive real-time adherence in a fast-changing remittance environment.

You will partner with the COO and Finance to justify models, optimize capacity, and shape the future of our customer experience across channels and corridors. Fluency in Spanish and English is required.

Qualifications

6+ years in WFM with time-series, seasonality, and multi-channel volumes.
Mastery of capacity planning and staffing math.
Proficient in SQL/BigQuery and advanced spreadsheet modeling.
Experience implementing WFM software (Verint, NICE, Assembled).
Strong executive communication; translate data into recommendations.
Spanish (native) and business English.
Degree in Engineering, Finance, Economics or related quantitative field.

Responsibilities

Build and improve volume forecast across corridors, channels, and types.
Own end-to-end staffing model (in-house + BPO) and capacity plan.
Design real-time adherence and intraday management practices.
Partner with Finance to translate capacity plans into headcount and spend.
Define and report WFM metrics and drive tooling selection (Assembled, Tymeshift).
Design schedule generation: shifts, breaks, multi-corridor coverage.