Supervisor Workforce Optimization

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

Workforce Management Supervisor (WFM) · Location: Monterrey, Nuevo León Employment Type: Full-time · We are expanding our operations in Mexico! At One Call, we are expanding our operations in Mexico and are looking for talented professionals to join our growing team supporting healthcare operations in the United States. We are currently seeking a Supervisor Workforce Optimization to lead our WFM team and help optimize staffing, real-time performance, scheduling, and operational efficiency. If you are an analytical and people-focused leader with experience in Workforce Management and contact center operations, this could be a great opportunity to grow with us.

What will you do?

As a Supervisor Workforce Optimization, you will lead a team responsible for monitoring real-time contact center performance and ensuring staffing resources are aligned with business needs.

Your responsibilities will include:

• Lead, coach, and develop a team of Workforce Management professionals.
• Monitor real-time performance and key contact center metrics, including SLA, ASA, occupancy, abandon rate, adherence, and shrinkage.
• Monitor call volumes and ensure resources are appropriately assigned to support service levels.
• Review daily and monthly performance reports and identify trends, gaps, and opportunities for improvement.
• Make real-time staffing and coverage adjustments based on business needs and operational performance.
• Support scheduling, VTO, overtime, shrinkage management, and other staffing optimization activities.
• Analyze workforce data and provide actionable recommendations to WFM and Operations leadership.
• Identify performance gaps and develop action plans to address operational deviations.
• Ensure appropriate skills and profiles are assigned to agents to optimize call routing and resource utilization.
• Partner with Operations and other cross-functional teams to improve efficiency and achieve performance targets.
• Participate in hiring, onboarding, training, and professional development activities for WFM team members.
• Conduct regular 1:1 meetings, provide coaching and feedback, and support performance management.
• Identify skill, knowledge, and development gaps within the team and implement improvement plans.
• Support corrective action processes when necessary.
• Serve as a backup to senior WFM leadership when needed.
• Contribute to process improvements and special projects that support operational efficiency.

The ideal candidate will have:

• 3+ years of experience in Workforce Management, Workforce Optimization, or a related contact center environment.
• 1+ year of experience in a leadership or supervisory role.
• Experience managing or coaching a team.
• Strong understanding of contact center performance metrics and real-time operations.
• Experience making real-time decisions related to staffing, coverage, scheduling, and call routing.
• Experience with Workforce Management or Workforce Optimization platforms such as NICE, Verint, Aspect, eWFM, or Genesys.
• Strong analytical and problem-solving skills.
• Excellent attention to detail and ability to make decisions in a fast-paced environment.
• Experience working with contact center reports, operational metrics, and performance data.
• Strong communication and interpersonal skills.
• Ability to work effectively with both frontline teams and business leadership.
• Strong organizational skills and the ability to manage multiple priorities.
• Proficiency in Microsoft Excel, PowerPoint, Word, and other relevant tools.
• Ability to work independently as well as collaboratively within a team.
• Advanced English communication skills, both written and verbal.

Education

• Associates degree or equivalent combination of education and relevant experience.
• Bachelors degree in Business Administration, Operations, Analytics, or a related field is preferred.

What were looking for

The person in this role should be comfortable working in an environment where priorities can change quickly and decisions need to be made based on data.

We are looking for a leader who:

Uses data to make informed operational decisions. Can identify issues and take action quickly. Is comfortable working with ambiguity and changing priorities. Develops and motivates team members. Communicates clearly with different levels of the organization. Takes ownership of results and follows through on commitments. Looks for opportunities to improve processes and operational efficiency. Creates a collaborative and positive team environment.

Why join OneCall?

Join us as we continue expanding our operations in Mexico. You will have the opportunity to work with U.S. healthcare operations, collaborate with teams across the organization, and contribute to the performance and growth of a newly established operation in Monterrey. If you have Workforce Management experience, enjoy working with data, and are ready to take the next step in your leadership career, we would love to hear from you.

-Requerimientos- Educación mínima: Educación superior - Licenciatura 1 año de experiencia Palabras clave: residente, encargado, supervisor, subgerente, responsable, coordinador, gestor, capitan, optimizacion, optimization