Manager - data management

As we continue growing and evolving our Operations, we are looking for a strategic and data-driven Workforce Manager to join our team in Puebla.
This role will be responsible for leading workforce planning for a 24/7 inbound operation, ensuring the right resources are in place to deliver an outstanding customer experience while balancing efficiency, productivity, employee engagement, and cost effectiveness.
We're looking for a workforce professional with strong expertise in:
• Forecasting & Capacity Planning
• Scheduling Strategy & Optimization
• Real-Time Workforce Management
• Contact Center Analytics & Reporting
• Workforce Management Platforms (NICE, Verint, Genesys, Calabrio, etc.)
• Multi-site and high-volume Contact Center environments
The ideal candidate is highly analytical, comfortable influencing business decisions through data, and experienced partnering with Operations leaders to drive performance and continuous improvement.
What we offer:
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