Manager, Workforce Strategy & Analytics

Boldr; México; Presencial; MXN 900.000 - 1.350.000; Jornada completa

Descripción de la vacante

Boldr seeks a Manager, Workforce Management to lead the WFM team within a 24/7 BPO environment supporting email and chat operations. You will shape and drive the WFM strategy across CX Operations and Support Practice, building workforce planning capabilities and leveraging AI and modern tools to model needs.

Reporting to the Director, CX Operations and Support Practice, you will collaborate with QA, Technical Services and Implementations, oversee staffing, scheduling, real-time management, and

Formación

• 4–6 years of Workforce Management experience in a BPO/contact center.
• At least 2 years in a supervisory or managerial role.
• Proficiency in WFM tools (Verint, NICE, Aspect, Genesys) and advanced MS Excel.
• Proven track record building staffing plans and headcount business cases.
• Hands-on experience with scheduling platforms; Assembled is a strong plus.
• Proficiency with Metabase or similar BI/reporting tools for data interpretation and dashboard management.
• Demonstrated ability to use AI tools (e.g., ChatGPT, Claude, Copilot) to accelerate analysis, automate workflows, or build models.
• Strong communication skills with the ability to present workforce data and recommendations to both operations teams and client stakeholders.
• Experience leading or mentoring workforce analysts, schedulers, or WFM specialists.
• Comfort working across multiple client programs simultaneously in a fast-paced, ambiguous environment.

Responsabilidades

• Lead a team of Workforce Analysts and Schedulers; mentor growth and ensure accuracy and continuous improvement.
• Build data-driven staffing plans and headcount models for current and new accounts.
• Model capacity for ramp, attrition, seasonal demand, and new program launches with AI-based tools.
• Own scheduling across programs ensuring 24/7 coverage and SLA targets.
• Monitor intraday volumes, queues and agent performance; adjust coverage as needed.
• Develop Metabase dashboards and standardize WFM reporting for leadership and clients.
• Drive continuous improvement across WFM processes, tools, and reporting standards.

Conocimientos

Workforce planning

Forecasting

Leadership

Data storytelling

Educación

Bachelors in Business/Statistics/Operations Management

Herramientas

Verint

NICE

Aspect

Genesys

Assembled

MS Excel

Metabase

Descripción del empleo

Boldr seeks a Manager, Workforce Management to lead the WFM team within a 24/7 BPO environment supporting email and chat operations. You will shape and drive the WFM strategy across CX Operations and Support Practice, building workforce planning capabilities and leveraging AI and modern tools to model needs.

Reporting to the Director, CX Operations and Support Practice, you will collaborate with QA, Technical Services and Implementations, oversee staffing, scheduling, real-time management, and