Senior Workforce Manager, WFM Strategy & Forecasting

Felix; Buenos Aires; On-site; ARS 181,529,000 - 242,039,000; Full time

Benefits offered by this job

Competitive salary

Stock options

Annual performance bonus

Remote work environment

Job summary

Félix is a fast-growing remittance tech company building an AI-powered WhatsApp-based platform to simplify cross-border payments. We are seeking a Senior Workforce Manager to own the WFM architecture from scratch, creating forecasts, staffing plans, and real-time adherence in an asynchronous, multi-corridor environment.

You will partner with the COO and Finance to translate capacity plans into headcount and spend recommendations, driving efficiency and scale for millions of families across Latin

Qualifications

• 6+ years of experience in WFM with a focus on time-series, seasonality, and multi-channel volumes (specifically 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 the COO and Finance.
• An operator’s instinct—comfortable with ambiguity and capable of building robust models from scratch with imperfect data.

Responsibilities

• Build and continuously improve our volume forecast (long-range, monthly, weekly, and intraday) across all corridors, channels, and contact types. Your primary target is to achieve a weekly MAPE <10% on T1 volume by the end of Q3 2026.
• Rebuild and own the end-to-end staffing model (in-house + BPO). Deliver a unified capacity plan that drives hiring cycles, BPO ramp-ups, and shift design.
• Design and roll out a real-time adherence (RTA) and intraday management practice to ensure we meet service levels during high-volatility periods and end-of-month spikes.
• Partner with Finance to translate the capacity plan into a quarterly headcount and BPO spend plan. Own the variance commentary and explain the "why" behind the numbers to leadership.
• Define and report on key WFM metrics (WAPE, occupancy, shrinkage, schedule fit) and lead the selection and implementation of our WFM tooling stack (e.g., Assembled, Playvox, Tymeshift).
• Design the schedule generation process, including shifts, breaks, and multi-corridor coverage, adapting to the asynchronous nature of our customer interactions.

Skills

Time-series

Async messaging

SQL/BigQuery

Executive communication

Staffing math

Education

Engineering degree

Economics degree

Tools

Verint

NICE

Assembled

Job description

Félix is a fast-growing remittance tech company building an AI-powered WhatsApp-based platform to simplify cross-border payments. We are seeking a Senior Workforce Manager to own the WFM architecture from scratch, creating forecasts, staffing plans, and real-time adherence in an asynchronous, multi-corridor environment.

You will partner with the COO and Finance to translate capacity plans into headcount and spend recommendations, driving efficiency and scale for millions of families across Latin