*This job posting comes from the Talenteca.com job board* ### **Job opening for company Elitech in Benito Juárez, Mexico City** Join our team! We are looking for a **WFM Manager** **Requirements**: * Education: Bachelor's degree in Systems Engineering, Telecommunications, Business Administration or related field * 5 years of experience in WFM area **Responsibilities**: * Define and implement resource planning strategies (forecasting, capacity planning, and scheduling). * Design KPIs and operational metrics to ensure efficient performance tracking. * Coordinate with departments such as operations, quality, and human resources to improve talent management. * Analyze historical traffic and seasonality data to generate accurate volume forecasts. * Develop capacity plans (Capacity Planning) to ensure efficient coverage. * Manage WFM platforms, ACD, dashboards, and BI tools. * Coordinate improvements and automations to streamline operations. * Monitor real-time operational performance (service level, AHT, occupancy, etc.). * Take immediate corrective actions in response to operational deviations. Supervise the creation and assignment of work schedules for operational staff. * Ensure shifts, breaks, vacations, and absences are properly scheduled without affecting service levels. * Present executive reports with trend analysis, projections, and recommendations. * Consolidate daily, weekly, and monthly operational performance data. * Analyze deviations between forecast and actual results to develop corrective plans. **Skills and Knowledge:** * Proficiency with Genesys, Verint, Aspect, NICE, etc. * Advanced Excel skills * Power BI / Tableau * Experience managing operational KPIs in Contact Centers * Experience handling high-volume operations and multiple campaigns * ISO 9001 and ISO 27001 knowledge **We Offer:** * Base salary of $30,000 net * Statutory benefits * Work schedule Monday to Friday from 9 AM to 7 PM **Desired education level:** Bachelor's Degree — completed **Desired experience level:** Managerial Level **Departmental function:** Logistics / Transportation **Industry:** Call Centers / Telemarketing *This job posting comes from the Talenteca.com job board:* *https://www.talenteca.com/anuncio?j\_id\=68dd86a63700004c00a3bbb8\&source\=indeed*