Manager, Service Network

Intermex - International Money Express; Puebla de Zaragoza; Presencial; MXN 420.000 - 680.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Compensación competitiva

Exposición a operaciones Internacional

Cultura colaborativa centrada en las-

Descripción de la vacante

Intermex - International Money Express, ubicado en Puebla, busca un líder de Workforce Management para planificar capacidad y horarios en un centro de contacto 24/7, asegurando experiencia de cliente y optimización de costos. El candidato ideal es analítico, domina Excel y herramientas de BI (Power BI o Tableau) y es bilingüe en inglés y español, capaz de influir decisiones operativas con datos.

Trabajarás estrechamente con operaciones para impulsar mejoras continuas y liderar proyectos de

Formación

• 5+ años de experiencia en Workforce Management en contact center.
• Forecasting, scheduling y capacity planning avanzados.
• Experiencia liderando equipos de Workforce y mejorando desempeño operativo.
• Excel avanzado y reporting; Power BI y/o Tableau preferidos.

Responsabilidades

• Dirigir la planificación de la fuerza laboral para un centro 24/7.
• Desarrollar estrategias de programación y optimizar turnos.
• Gestionar analítica de workforce y reporting para mejorar KPIs.
• Colaborar con operaciones para impulsar rendimiento y costos.

Conocimientos

Forecasting & Capacity Planning

Scheduling Strategy & Optimization

Real-Time Workforce Management

Contact Center Analytics & Reporting

Workforce Management Platforms

Multi-site and high-volume Contact Ctr

Herramientas

Excel

Power BI

Tableau

Descripción del empleo

Manager, Service Network Intermex - International Money Express Puebla de Zaragoza, Pue., Puebla (municipio); Estado de Puebla, MX

Descripción del trabajo

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:

• 5+ 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