Senior Workforce Manager

• Build and continuously improve volume forecasts across all corridors, channels, and contact types
• Achieve a weekly MAPE below 10% on T1 volume by the end of Q3 2026
• Rebuild and own the end-to-end staffing model for in-house and BPO operations
• Deliver a unified capacity plan driving hiring cycles, BPO ramp-ups, and shift design
• Design and roll out real-time adherence and intraday management practices
• Partner with Finance on quarterly headcount and BPO spend plans
• Own variance commentary and explain the drivers behind the numbers to leadership
• Define and report WFM metrics including WAPE, occupancy, shrinkage, and schedule fit
• Lead selection and implementation of WFM tools such as Assembled, Playvox, and Tymeshift
• Design schedule generation processes covering shifts, breaks, and multi-corridor coverage

• 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
• Equivalent competencies in the applicable requisites will also be considered

• 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