The Workforce Manager will play a crucial role in ensuring efficient call center operations by overseeing scheduling, forecasting, real-time management, and analytics through a dedicated team. The ideal candidate will have excellent analytical skills, strong communication abilities, team development experience, and the flexibility to thrive in a dynamic startup environment. Key Responsabilities · Develop and implement workforce management strategies, including creating forecasts, scheduling, and real-time adherence. Assist in negotiating required headcounts based on forecasted data and business needs. · Oversee the monitoring of real-time call volumes, staffing levels, and agent adherence, ensuring timely adjustments to meet service-level goals through direct supervision and guidance of Real-Time Analysts (RTAs). · Develop and mentor team members, providing ongoing coaching and professional growth opportunities. · Own and manage the invoicing process, ensuring accuracy, timeliness, and effective communication with internal stakeholders and clients. · Lead and oversee the payroll reporting process, ensuring accuracy, compliance, and timely submission in coordination with HR and Finance teams. · Analyze historical call data to accurately forecast staffing requirements, predict trends, and proactively manage potential impacts. · Create, publish, and maintain accurate agent schedules, incorporating training, meetings, breaks, vacations, and absences. · Lead the creation and maintenance of operational and financial dashboards and metrics reports, providing clear and insightful analytics to support business decisions. · Provide timely and detailed reporting on workforce performance metrics, including adherence, occupancy, service levels, and productivity. · Collaborate closely with Operations Managers, Supervisors, and HR to align workforce planning with business objectives. · Utilize workforce management tools to ensure effective resource utilization and maximum operational efficiency. . Continuously improve workforce management processes through regular evaluation and feedback. Qualifications · Minimum of 3-5 years of Workforce Management experience in a call center environment. · Advanced proficiency in workforce management software; experience with AWS is highly desirable. · Exceptional written and verbal communication skills (minimum B2+ to C1 English proficiency required). · Demonstrated capability in mentoring, developing, and leading small teams. · Proven expertise in forecasting, scheduling, invoicing, payroll reporting, dashboard creation, and real-time operations management. · Strong analytical, problem-solving, and organizational skills. · Capacity to multitask and rapidly adapt in a fast-paced startup environment. · Bachelors degree in Business Administration, Operations Management, or a related discipline preferred, though not mandatory. Reporting Structure: · Reports to: Director of Operations · Supervises: RTA and WFM Analyst Metrics for Success: · Achievement and maintenance of targeted service-level agreements (SLAs) · Accuracy of forecasts compared to actual staffing needs (forecasting variance) · Improvement and consistency in agent adherence and occupancy rates · Timeliness and accuracy of payroll and invoicing processes · Quality and clarity of operational and financial dashboards and reports · Employee engagement and satisfaction within the workforce management team · Effective headcount utilization aligned with business growth objectives. -Requerimientos- Educación mínima: Universidad / Carrera Profesional 5 años de experiencia Idiomas: Inglés Palabras clave: lider, jefe, gerente, manager, director, chief, lead, jefatura, regente #J-18808-Ljbffr