?? Location: Las Fuentes, Tlaquepaque, Jalisco | ?? Full-Time | ?? Hybrid/On-Site (if applicable)

Are you passionate about optimizing resources and driving performance in dynamic environments? Join our team as a Workforce Management Specialist and play a key role in ensuring our Engagement Center runs smoothly and efficiently — all while enjoying benefits above the law and a supportive, growth-oriented culture.

?? What You'll Do

As a Workforce Management Specialist, you'll be responsible for:

• Designing cost-efficient staffing models to meet weekly service goals.
• Generating and communicating agendas and schedules to align staffing and development needs.
• Making real-time adjustments to address unexpected changes in staffing or call volume.
• Approving unplanned off-phone activities or time-off requests based on real-time availability.
• Supporting the implementation of new systems to optimize Engagement Center resources.

?? Key Responsibilities

• Daily agent attendance reporting
• Real-time monitoring of service queues and channels
• Volume forecasting vs. actual tracking
• Real-time staff adjustments for optimal resource use
• Scheduling outbound campaigns
• Planning and scheduling off-phone activities (QA, meetings, etc.)
• Managing agent time-off (vacations, unpaid leave, etc.)
• Maintaining operational tools (Genesys Cloud CX, UCC Admin, RTR, Mentor)
• Presenting Engagement Center performance results (SL, AHT, Abandonment, etc.)
• Presenting agent performance metrics (Adherence, Absenteeism, etc.)

? What We're Looking For

Skills & Competencies:

• Strong data analysis and interpretation skills
• Intermediate Excel proficiency
• Understanding of workload distribution and call center metrics
• Excellent communication (verbal and written)
• High attention to detail and organizational skills
• Proactive, decisive, and goal-oriented
• Ability to manage confidential information
• Strong time management and multitasking abilities
• Adaptability to change and fast-paced environments

Languages:

• Spanish: Advanced
• English: Intermediate (B1–B2)

Experience:

• 1+ year in a similar role (team or resource management)
• Experience with KPIs, data review, and performance tracking
• Familiarity with learning methodologies and training evaluation

Education:

• Bachelor's degree (or in progress) in a number-oriented field:
• Business Administration, Economics, Logistics, Math, Statistics, or Engineering

?? What We Offer

• Benefits above the law
• A collaborative and inclusive work environment
• Opportunities for career growth and development
• The chance to work with cutting-edge tools and systems