Workforce Manager

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

As we continue growing and evolving our Operations, we are looking for a strategic and data-driven Workforce Manager to join our team in Puebla.

This role will be responsible for leading workforce planning for a 24/7 inbound operation, ensuring the right resources are in place to deliver an outstanding customer experience while balancing efficiency, productivity, employee engagement, and cost effectiveness.

We're looking for a workforce professional with strong expertise in:

• Forecasting & Capacity Planning
• Scheduling Strategy & Optimization
• Multi-site and high-volume Contact Center environments

The ideal candidate is highly analytical, comfortable influencing business decisions through data, and experienced partnering with Operations leaders to drive performance and continuous improvement.

What we offer:

• Exposure to international business operations
• A collaborative, people-first culture where your ideas and impact matter
• The opportunity to join a stable and established financial services organization, offering a long-term career path beyond the traditional outsourcing environment

Requirements:

• 5+ years of Workforce Management experience in a Contact Center environment
• 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

Success in this role will be measured through forecast accuracy, workforce optimization, service level performance, schedule efficiency, and overall staffing cost management.

If you are passionate about workforce strategy, workforce optimization, and solving complex operational challenges, we would love to connect.

Location: Puebla, Mexico