Senior Workforce Manager

🔥 4 minutes ago

🇨🇴 Colombia – Remote

⏰ Full Time

🟠 Senior

👔 Manager

👻 Ghost score 15%

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Félix

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2021

🤝 B2B

B2B

Félix is a front-end web UI/design-focused entity whose provided asset is a large collection of custom CSS. The code styles forms, inputs (including international telephone input), navigation, toggles (including a dual-currency sliding pill), skeleton loaders, responsive layout helpers, and small interactive components (spinners, tooltips, preloader behavior). This indicates Félix produces or maintains front-end component styles and patterns for websites or web applications — likely a design system, UI toolkit, or an agency/team that implements polished web interfaces.

📋 Description

• 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

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

🏖️ Benefits

• 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

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