Senior Workforce Architect - Remote & Stock Options

Félix; México; Remote; MXN 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Stock options

Annual performance bonus

Health, dental, and vision plans

Remote work (fully)

Unlimited PTO

Paid parental leave

Growth opportunities

Job summary

Félix is seeking a Senior Workforce Manager to build a WFM architecture from scratch for a remote, fast-growing remit serving cross-border remittance clients. You will forecast volumes, design staffing, and implement real-time adherence to ensure service levels during volatility and month-end peaks.

You will partner with COO and Finance to frame capacity plans, drive efficiency, and translate complex data into actionable insights.

Qualifications

• 6+ years of experience in WFM with a focus on time-series, seasonality, and multi-channel volumes (async/messaging).
• Mastery of capacity planning and staffing math (Erlang variants, async equivalents, and FTE modeling).
• High proficiency in SQL/BigQuery and expert-level spreadsheet modeling.
• Experience implementing and managing WFM software (Verint, NICE, Assembled, etc.).
• Exceptional executive communication skills; ability to translate complex data into clear recommendations for the COO and Finance.
• An operator’s instinct—comfortable with ambiguity and capable of building robust models from scratch with imperfect data.
• Native-level Spanish and business-level English.
• Degree in Engineering, Finance, Economics, or a related quantitative field is preferred.

Responsibilities

• Build and continuously improve our volume forecast across corridors, channels, and contact types.
• Rebuild and own the end-to-end staffing model (in-house + BPO).
• Design and roll out a real-time adherence (RTA) and intraday management practice.
• Translate the capacity plan into a quarterly headcount and BPO spend plan and explain variances to leadership.
• Define and report on WFM metrics and lead the selection/implementation of WFM tooling stack.
• Design the schedule generation process, including shifts, breaks, and multi-corridor coverage.

Skills

WFM experience

Forecasting / time-series

Capacity planning

Executive communication

Spanish language proficiency

Education

Engineering/Finance/Economics degree

Tools

SQL/BigQuery

Spreadsheet modeling

Verint

NICE

Assembled

Job description

Félix is seeking a Senior Workforce Manager to build a WFM architecture from scratch for a remote, fast-growing remit serving cross-border remittance clients. You will forecast volumes, design staffing, and implement real-time adherence to ensure service levels during volatility and month-end peaks.

You will partner with COO and Finance to frame capacity plans, drive efficiency, and translate complex data into actionable insights.