Senior Workforce Manager — 24/7 Ops & Analytics

Intermex Wire Transfer, LLC; Puebla de Zaragoza; On-site; MXN 420,000 - 640,000; Full time

Benefits offered by this job

Exposure to international business ops

Collaborative, people-first culture

Long-term career path

Job summary

Intermex Wire Transfer, LLC in Puebla, Mexico is seeking a strategic Workforce Manager to lead forecasting, scheduling, and real-time WFM for a 24/7 inbound operation. You will partner with Operations leaders to optimize staffing, drive performance, and control costs while delivering exceptional customer experience.

The role requires strong data analytics, advanced Excel, and reporting skills, with bilingual English and Spanish proficiency.

Qualifications

• 3+ years of Workforce Management experience in a Contact Center.
• 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.

Responsibilities

• Lead forecasting, capacity planning and scheduling for a 24/7 inbound operation.
• Balance efficiency, productivity, and cost while maintaining service levels.
• Partner with Operations leaders to drive performance and continuous improvement.
• Monitor workforce metrics and provide analytics-based insights.

Skills

Forecasting

Capacity Planning

Scheduling Optimization

Real-Time WFM

Analytics & Reporting

WFM Platforms

Multi-site CC

Tools

Excel

Power BI

Tableau

Job description

Intermex Wire Transfer, LLC in Puebla, Mexico is seeking a strategic Workforce Manager to lead forecasting, scheduling, and real-time WFM for a 24/7 inbound operation. You will partner with Operations leaders to optimize staffing, drive performance, and control costs while delivering exceptional customer experience.

The role requires strong data analytics, advanced Excel, and reporting skills, with bilingual English and Spanish proficiency.