.**Responsibilities**:- Provides direct supervision to a team of Workforce Management team members owning Contact Centre Forecasting, Headcount planning, scheduling, reporting, and real-time monitoring.- Sets and communicates clear expectations for work outcomes and manages performance.- Effective planning to ensure the SLAs of all Clients are met each month.- Provide timely inputs to Leadership on performance issues, and recommendations to improve performance.- Identify opportunities and provide consultancy inputs to Operations Leaders related to Workforce Management functions.- Driving projects to improve productivity by analyzing historical performance data to identify trends (associate behaviour, call volume, activities, etc.).- Producing dashboards and presentations for senior leadership covering received volume, team performance, schedule adherence, handle times, and additional KPIs.- Assist the team in the day-to-day execution of plans.- Remotely work with team members in other locations.- Work with the Sales teams to gather due diligence information about new/existing Clients.- Handle escalations and account management to quickly resolve difficult issues.- Determines the type of headcount (part-time, full-time) and site location to align with open scaling goals.**Requirements**:- **Fully biligual (English-Spansih)**:- **Official university degree**:- **Live in one of the following cities in Mexico and be a Mexican citizen**CDMX, Monterrey, Saltillo, Torreon, Cancún, Ciudad Juarez, Chihuahua, Tijuana, San Luis Potosi, Mexicali, Hermosillo, Morelia, Obregon, Veracruz, Coatzacualcos, Guasave, Ensenada, Campeche, Aguascalientes, Querétaro, Guanajuato y Puebla*In case you are in Guadalajara, you would have to work HIBRATE*- At least 5 years in a leadership position- Typically requires 6-8 years of relevant experience.- 3 to 4 years of experience in a high-volume call centre where you had to adapt to changing priorities on short notice and interact with a diverse workgroup in a supervisory role.- 3 to 4 years in a role that required analytical skills including a thorough understanding of how to interpret business needs and translate them into scorecards/dashboards.- 3 to 4 years of experience using advanced MS Excel that includes updating and creating spreadsheets, macros, formulas, advanced charting, graphics & pivot tables.- Experience in working on Workforce Management Tools like Verint, Aspect & Calabrio.- **Must be available to work any shift (24x7).**:- Excellent influencing and communication skills.- Excellent client service skills and leadership capabilities.- Excellent analytical and problem-solving skills.- Strong budgeting, business financial and P&L skills.**Salary**: $25,000