Lead WFM

Intermex Wire Transfer, LLC; Puebla de Zaragoza; On-site; MXN 420,000 - 640,000; Full time

Benefits offered by this job

Exposure to international business ops

Collaborative, people-first culture

Long-term career path

Job summary

Intermex Wire Transfer, LLC in Puebla, Mexico is seeking a strategic Workforce Manager to lead forecasting, scheduling, and real-time WFM for a 24/7 inbound operation. You will partner with Operations leaders to optimize staffing, drive performance, and control costs while delivering exceptional customer experience.

The role requires strong data analytics, advanced Excel, and reporting skills, with bilingual English and Spanish proficiency.

Qualifications

• 3+ years of Workforce Management experience in a Contact Center.
• Advanced forecasting, scheduling, and capacity planning expertise.
• Experience leading workforce teams and driving operational performance.
• Advanced Excel and reporting skills (Power BI and/or Tableau preferred).
• Fully bilingual in English and Spanish.

Responsibilities

• Lead forecasting, capacity planning and scheduling for a 24/7 inbound operation.
• Balance efficiency, productivity, and cost while maintaining service levels.
• Partner with Operations leaders to drive performance and continuous improvement.
• Monitor workforce metrics and provide analytics-based insights.

Skills

Forecasting

Capacity Planning

Scheduling Optimization

Real-Time WFM

Analytics & Reporting

WFM Platforms

Multi-site CC

Tools

Excel

Power BI

Tableau

Job description

As we continue growing and evolving our Operations, we are looking for a strategic and data-driven Workforce Manager to join our team in Puebla.

This role will be responsible for leading workforce planning for a 24/7 inbound operation, ensuring the right resources are in place to deliver an outstanding customer experience while balancing efficiency, productivity, employee engagement, and cost effectiveness.

We're looking for a workforce professional with strong expertise in:

• Forecasting & Capacity Planning
• Scheduling Strategy & Optimization
• Real-Time Workforce Management
• Contact Center Analytics & Reporting
• Workforce Management Platforms (NICE, Verint, Genesys, Calabrio, etc.)
• Multi-site and high-volume Contact Center environments

The ideal candidate is highly analytical, comfortable influencing business decisions through data, and experienced partnering with Operations leaders to drive performance and continuous improvement.

What we offer:

• Competitive compensation package
• Exposure to international business operations
• A collaborative, people-first culture where your ideas and impact matter
• The opportunity to join a stable and established financial services organization, offering a long-term career path beyond the traditional outsourcing environment

Requirements:

• 3+ years of Workforce Management experience in a Contact Center environment
• Advanced forecasting, scheduling, and capacity planning expertise
• Experience leading workforce teams and driving operational performance
• Advanced Excel and reporting skills (Power BI and/or Tableau preferred)
• Fully bilingual in English and Spanish

Success in this role will be measured through forecast accuracy, workforce optimization, service level performance, schedule efficiency, and overall staffing cost management.

If you are passionate about workforce strategy, workforce optimization, and solving complex operational challenges, we would love to connect.

Location: Puebla, Mexico