MX based – Sr. Global Workforce Planning Associate

About This Opportunity

Our talent team is representing a confidential nonprofit organization based in Mexico. They are seeking a Sr. Global Workforce Planning Associate to optimize workforce scheduling, forecasting, and real-time monitoring for their crisis intervention operations across the US and Mexico. This is a critical role that ensures staffing levels align with operational demands while supporting a mission-driven team.

Responsibilities

• Monitor real-time adherence and volume fluctuations, taking corrective actions to ensure appropriate staffing levels
• Develop and manage efficient schedules that balance business demands with employee availability and operational needs
• Create and manage staff forecasts based on historical data, trends, and projected volume for optimal resource allocation
• Generate regular reports and conduct ad-hoc analyses, providing actionable insights on performance and staffing effectiveness
• Coordinate with training and operations teams to manage schedules for role-plays and new staff shifts
• Oversee long-term PTO bidding and planning to maintain consistent staffing levels
• Manage shift bidding processes, ensuring all shifts are filled according to business needs and employee preferences
• Review and approve/deny time-off requests from a staffing perspective while maintaining adequate coverage
• Respond to volume changes by requesting additional shifts, offering time off, or utilizing other scheduling levers
• Conduct scenario analysis to evaluate and optimize scheduling efficiency
• Mentor and support other workforce management team members
• Collect, process, and analyze data related to contact interactions, team performance, and platform trends
• Identify patterns and improvement opportunities, collaborating with leaders to implement data-driven solutions
• Participate in policy and procedure reviews to optimize operational processes

What We're Looking For

• Strong knowledge and hands-on experience with Genesys Cloud WFM or similar workforce management systems
• Bachelor's degree in business administration or related field, OR 4+ years of experience in workforce planning, scheduling, or related roles
• Previous experience in contact centers or online support services
• Strong analytical skills with ability to generate and interpret reports
• Solid understanding of forecasting, scheduling, and workforce optimization techniques
• Knowledge of data privacy regulations and security best practices
• Excellent written and verbal communication skills for cross-functional collaboration
• Strong problem-solving abilities to address volume fluctuations, adherence issues, and scheduling challenges
• Flexibility to work weekends and evenings as required
• Bilingual proficiency in English and Spanish, both spoken and written

How We Work With You

Candidates apply directly through Get A Job.ai. Our recruiting team will conduct an initial screening to understand your background and qualifications. If there's a strong match, we'll submit your profile to our client for consideration. Please do not attempt to contact the client directly, as all applications must come through our official process to be considered.

Pay

Compensation details will be discussed during the screening process based on experience and qualifications.

Equal Employment Opportunity: Get A Job.ai is committed to providing equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other protected characteristic under applicable law.