Senior Workforce Manager

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

About Us

At Félix, we are building the indispensable financial companion for Latinos in the US. We combine an AI-powered, conversational-first interface with real-time financial infrastructure to make cross-border money movement as easy as sending a text. Starting with fast, affordable remittances powered by AI and crypto rails, we are expanding into credit, savings, and wallet services to support the complete immigrant financial journey. Our ambition is to deliver a white-glove financial experience with the simplicity of a conversation to a community the traditional financial system has historically overlooked.

We are a hyper-growth Series C company, backed by over $300 million in funding from top-tier global investors, including Andreessen Horowitz, QED, Castle Island, Switch Ventures, HTwenty, Monashees, General Catalyst Customer Value Fund. This isn't just about the numbers; it's a testament to the trust our investors have in our vision and our team. Additionally, Félix was selected as an “Endeavor Entrepreneur” and was a recipient of the CrossTech Fintech Startups Award.

Joining Félix means you will be part of a team building a legacy, a company that will outlive us all. This is a rare opportunity to apply your skills to a deeply meaningful mission—serving a community that has been underserved for too long because we are obsessed with our customers. We get things done with urgency and focus, driven by extreme ownership over our impact. We collaborate without ego, fostering radical transparency and fierce loyalty so we can grow together. Because we aim for insanely great rather than just good enough, we stay insatiably curious—always experimenting, building the future today, and delivering a product that truly makes our users' lives better.

About the Role

We are looking for our first Senior Workforce Manager, a role that we view as a strategic business function rather than a back-office scheduling task. At Félix, every operational decision deserves a number behind it, and you will be the owner of that logic.You will be responsible for building our WFM architecture from scratch, ensuring that our operations are lean, scalable, and prepared for the unique volatility of the remittance market. We need an operator-first analyst who is excited by the challenge of forecasting for a WhatsApp-native, asynchronous environment where traditional voice-center "best practices" simply do not apply. You will be a key partner to the COO and Finance, defending your models and driving the efficiency that allows us to serve millions of families.

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.

Requirements

• 6+ years of experience in WFM with a focus on time-series, seasonality, and multi-channel volumes (specifically 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.
• These are the applicable requisites, although equivalent competencies in any of the above will also be considered.

What We Offer

• Competitive salary
• Initial stock options grant
• Annual performance bonus
• Health, dental, and vision plans
• Work model: currently fully remote, with a future transition to a hybrid setup.
• Continuous learning opportunities
• Unlimited PTO
• Paid parental leave
• Empowering opportunities for growth in a dynamic entrepreneurial environment

Equal Opportunity Employer

At Félix, we are committed to providing equal employment opportunities to all qualified employees and applicants without regard to race, religion, nationality, sex, sexual orientation, gender identity, age, or disability. This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, training, compensation, benefits, and termination.

Want to learn more about our privacy practices? Check out our Privacy Policy.