Real-Time Workforce Optimization Lead

Cxcentrodecontacto; Monterrey; On-site; MXN 240,000 - 300,000; Full time

Job summary

One Call in Monterrey, Nuevo León is seeking a Supervisor Workforce Optimization to lead the WFM team and optimize staffing, real-time performance, scheduling, and operational efficiency. The role focuses on data-driven decisions and working with cross-functional teams to improve service levels.

The ideal candidate brings 3+ years in Workforce Management or similar, with leadership experience and strong analytical skills. This is a full-time position based in Monterrey, supporting U.S.

Qualifications

• Associates degree or equivalent with related experience.
• Bachelor’s degree preferred in Business Administration, Operations, Analytics, or related field.
• Experience in Workforce Management or contact center optimization is essential.
• Advanced English communication skills, both written and verbal.

Responsibilities

• Lead, coach, and develop a team of Workforce Management professionals.
• Monitor real-time performance metrics (SLA, ASA, occupancy, abandon rate, adherence, shrinkage).
• Monitor call volumes and allocate resources to meet service levels.
• Review daily/monthly performance reports; identify trends and improvement opportunities.
• Make real-time staffing and coverage adjustments based on business needs.
• Support scheduling, overtime, shrinkage management, and related activities.
• Analyze workforce data and provide actionable recommendations to WFM and Operations leaders.
• Identify performance gaps and develop corrective action plans.
• Ensure appropriate skills are assigned to agents to optimize routing.
• Collaborate with Operations and cross-functional teams to improve efficiency.

Skills

WFM

Leadership

Data analysis

Real-time ops

Staffing optimization

Excel

PowerPoint

Education

Associates degree

Bachelor’s degree in Business/Operations/Analytics

Tools

NICE

Verint

Aspect

eWFM

Genesys

Job description

One Call in Monterrey, Nuevo León is seeking a Supervisor Workforce Optimization to lead the WFM team and optimize staffing, real-time performance, scheduling, and operational efficiency. The role focuses on data-driven decisions and working with cross-functional teams to improve service levels.

The ideal candidate brings 3+ years in Workforce Management or similar, with leadership experience and strong analytical skills. This is a full-time position based in Monterrey, supporting U.S.