Senior WFM Architect — Async Ops, Remote

Openkrill; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Competitive salary

Stock options

Annual bonus

Health, dental, vision plans

Fully remote currently, future hybrid

Unlimited PTO

Paid parental leave

Job summary

Félix is hiring its first Senior Workforce Manager to build a WFM architecture from scratch for a WhatsApp-native, asynchronous remittance operation. You will forecast volume, design staffing, and implement real-time adherence while partnering with Finance and the COO to translate capacity plans into actionable headcount and spend plans.

The role demands expert SQL/BigQuery, extensive WFM tool experience (Verint, NICE, Assembled, Playvox, Tymeshift), and strong executive communication skills.

Qualifications

• 6+ years of experience in WFM focusing on time-series, seasonality and multi-channel volumes (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.

Responsibilities

• Build and continuously improve our volume forecast (long-range, monthly, weekly, and intraday) across all corridors, channels, and contact types. Your primary target is to achieve a weekly MAPE <10% on T1 volume by the end of Q3 2026.
• 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.

Skills

Time-series analytics

Forecasting

Multi-channel volumes

Executive communication

Modeling under uncertainty

Education

Engineering, Finance, Economics or related quantitative field

Tools

SQL/BigQuery

Verint

NICE

Assembled

Playvox

Tymeshift

Job description

Félix is hiring its first Senior Workforce Manager to build a WFM architecture from scratch for a WhatsApp-native, asynchronous remittance operation. You will forecast volume, design staffing, and implement real-time adherence while partnering with Finance and the COO to translate capacity plans into actionable headcount and spend plans.

The role demands expert SQL/BigQuery, extensive WFM tool experience (Verint, NICE, Assembled, Playvox, Tymeshift), and strong executive communication skills.