Strategic Workforce Planner, 24/7 Contact Center

Intermex - International Money Express; Puebla de Zaragoza; Presencial; MXN 600.000 - 900.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

International ops exposure

People-first culture

Long-term career path

Descripción de la vacante

Intermex - International Money Express in Puebla, Mexico is seeking a strategic Workforce Manager to lead 24/7 inbound operation planning, aligning staffing with customer experience, efficiency and cost goals.

The role emphasizes data-driven forecasting, scheduling optimization, and cross-functional collaboration with Operations leaders to drive performance and continuous improvement across multiple sites.

Formación

• 5+ 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/Tableau preferred.
• Fully bilingual in English and Spanish.

Responsabilidades

• Lead workforce planning for a 24/7 inbound operation.
• Ensure the right resources are in place to deliver a great customer experience while balancing cost and productivity.
• Collaborate with Operations leaders to drive performance and continuous improvement.
• Develop and implement scheduling strategies to optimize coverage and service levels.

Conocimientos

Forecasting

Capacity Planning

Scheduling Strategy

Contact Center Ops

Herramientas

Excel

Power BI

Tableau

Descripción del empleo

Intermex - International Money Express in Puebla, Mexico is seeking a strategic Workforce Manager to lead 24/7 inbound operation planning, aligning staffing with customer experience, efficiency and cost goals.

The role emphasizes data-driven forecasting, scheduling optimization, and cross-functional collaboration with Operations leaders to drive performance and continuous improvement across multiple sites.