Supervisor Workforce Management

Description

Summary: The WFM supervisor oversees the WFM team, responsible for forecasting, planning, and real-time resource management across Operations, Sales, and BF, ensuring all SLAs are met. Highlights: 1. Lead and supervise a Workforce Management team 2. Optimize resources to fulfill KPIs and personnel requirements 3. Develop and motivate employees through coaching ### **Job Information** Department Name PLANNING \& ANALYTICS Job Type Full time Industry Administration Service Now Ticket INC1507293 Modality Hybrid Work Experience 1\-3 years Assigned Recruiter Contact Jennifer.Santana.Vazquez@confie.com Date Opened 03/23/2026 City Tijuana State/Province Baja California Country Mexico Zip/Postal Code 22010 ### **Job Description** The WFM supervisor is responsible for overseeing the WFM team; responsible for forecasting, planning and real time resource management across all of Operations, Sales and BF. This individual establishes and maintains effective relationships with internal and external customers/partners including but not limited to; Operations, Finance, IT and Training. Their primary responsibility is to ensure all SLA’s are met. They will develop and motivate employees through frequent coaching to improve results that support the business and our customers. Leads and supervises the Workforce Management team responsible for short\- and long\-term workload forecasting and real time asset management (RTA) to proactively fulfill daily operational metrics. * Secures the fulfillment of KPIs, personnel requirements, and training through the optimization of resources. * Executes a communication strategy involving business results for the executive team demonstrating abilities to synthesize quantifiable data. * Increases staff efficiency through staffing recommendations that support the business needs. * Functions as a liaison between Workforce Management and internal \& external clients. * Associates with operations and training departments to coordinate training required for the business. * Challenges the status\-quo to work towards enhanced processes and results. * Investigates and identifies potential solutions that may help reduce number of contacts, reduce costs and increase efficiencies improving customer satisfaction. * Strong communication skills, relationship skills * Full functional knowledge on all Alvaria functionality and solutions. * Ability to manage others to reach desire levels of performance in Operations and WFM team. * Patience to work with business team members to ensure superior experience for business ### **Requirements** Specialized knowledge: * Prior Leadership experienced desired. * Specific knowledge with Aspect/Alvaria preferred. Computer knowledge: * Excel, PowerPoint, Tableau, TRESS system, Aspect/Alvaria WFM, Cisco, and Microsoft Office Suite. ### **Benefits** * Paid days off * Competitive weekly salary * Great location (Zona Río, Tijuana) * Benefits by law and more * Private Health Insurance and Preventative Care * Friendly work environment * Savings Fund and voluntary Savings Account * Financing and discounts at various establishments around the city * Career growth opportunities * Constant motivational events and more!