Senior WFM Leader - Forecasting, Scheduling & Capacity

CNX; Perímetro Urbano Medellín; On-site; COP 120,000,000 - 180,000,000; Full time

Job summary

CNX in Medellin, Colombia, is seeking a Sr. Manager, WFM to lead global workforce management across multiple contact center locations. The role designs scheduling, capacity planning, forecasting, and staffing processes to ensure optimal service levels and cost efficiency.

You will build and guide a high-performing WFM team, develop forecasting tools, partner with operations, and drive continuous improvement initiatives under executive leadership.

Qualifications

• Manager experience required
• Associate's degree in related field
• Experience in operations, volumes management, forecast, capacity planning, scheduling and real time management
• Excellent communication skills
• Proven ability to mentor, coach and lead a team
• English proficiency required

Responsibilities

• Design and implement scheduling and capacity planning for multiple contact center locations.
• Build and lead Resource Planning into a responsive team with daily, weekly, and monthly planning and forecasting.
• Develop tools to forecast volume and translate into hiring forecasts and staff schedules.
• Analyze volume drivers and root causes to identify optimization opportunities.
• Ensure cross-functional communication and governance for WFM initiatives.
• Drive process improvements and cost optimization in WFM operations.

Skills

Strong communication

Leadership

Forecasting

Scheduling

Data analysis

Mentoring

Education

Associate's degree in related field

Tools

Microsoft Office

Job description

CNX in Medellin, Colombia, is seeking a Sr. Manager, WFM to lead global workforce management across multiple contact center locations. The role designs scheduling, capacity planning, forecasting, and staffing processes to ensure optimal service levels and cost efficiency.

You will build and guide a high-performing WFM team, develop forecasting tools, partner with operations, and drive continuous improvement initiatives under executive leadership.