Senior Workforce Manager

Félix; Ciudad de México; Presencial; MXN 1.391.062 - 2.086.593; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

Initial stock options grant

Annual performance bonus

Health, dental, and vision plans

Remote work environment

Unlimited PTO

Paid parental leave

Continuous learning opportunities

Descripción de la vacante

Félix is looking for a Senior Workforce Manager to build their WFM architecture from scratch in Mexico. This strategic function involves improving volume forecasts, managing staffing models, and designing adherence practices. The ideal candidate has over 6 years of WFM experience, strong SQL skills, exceptional communication abilities, and is fluent in Spanish and business-level English. The position offers a remote work environment with many perks including competitive salary, stock options, and continuous learning opportunities.

Formación

• 6+ years of experience in WFM focusing on time-series, seasonality, and multi-channel volumes.
• High proficiency in SQL/BigQuery and expert-level spreadsheet modeling.
• Exceptional executive communication skills.

Responsabilidades

• Build and improve volume forecasts across all corridors and channels.
• Rebuild and own the staffing model for unified capacity planning.
• Design real-time adherence management practices.

Conocimientos

WFM experience

Capacity planning

SQL/BigQuery proficiency

WFM software management

Communication skills

Model building

Educación

Degree in Engineering, Finance, Economics, or related field

Herramientas

WFM software (Verint, NICE, Assembled)

Descripción del empleo

About The Role

We are looking for our first Senior Workforce Manager, a role that we view as a strategic business function rather than a back‑office scheduling task. At Félix, every operational decision deserves a number behind it, and you will be the owner of that logic. You will be responsible for building our WFM architecture from scratch, ensuring that our operations are lean, scalable, and prepared for the unique volatility of the remittance market. You will be a key partner to the COO and Finance, defending your models and driving the efficiency that allows us to serve millions of families.

Responsibilities

• Build and continuously improve volume forecasts (long‑range, monthly, weekly, and intraday) across all corridors, channels, and contact types. Your primary target is to achieve a weekly MAPE.
• Rebuild and own the end‑to‑end staffing model (in‑house + BPO). Deliver a unified capacity plan that drives hiring cycles, BPO ramp‑ups, and shift design.
• Design and roll out a real‑time adherence (RTA) and intraday management practice to ensure we meet service levels during high‑volatility periods and end‑of‑month spikes.
• Partner with Finance to translate the capacity plan into a quarterly headcount and BPO spend plan. Own the variance commentary and explain the "why" behind the numbers to leadership.
• Define and report on key WFM metrics (WAPE, occupancy, shrinkage, schedule fit) and lead the selection and implementation of our WFM tooling stack (e.g., Assembled, Playvox, Tymeshift).
• Design the schedule generation process, including shifts, breaks, and multi‑corridor coverage, adapting to the asynchronous nature of our customer interactions.

Requirements

• 6+ years of experience in WFM with a focus on time‑series, seasonality, and multi‑channel volumes (specifically 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 (written and verbal).
• Degree in Engineering, Finance, Economics, or a related quantitative field is preferred.
• These are the applicable requisites, although equivalent competencies in any of the above will also be considered.

What We Offer

• Competitive salary
• Initial stock options grant
• Annual performance bonus
• Health, dental, and vision plans
• Remote work environment, although we have offices in Miami and México City and would love to work in a hybrid model if you are up to it.
• Continuous learning opportunities
• Unlimited PTO
• Paid parental leave
• Empowering opportunities for growth in a dynamic entrepreneurial environment

At Félix, we are committed to providing equal employment opportunities to all qualified employees and applicants without regard to race, religion, nationality, sex, sexual orientation, gender identity, age, or disability. This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, training, compensation, benefits, and termination.