At Concentrix, we are looking for people like you: strategic leaders with extensive experience in Workforce Management, a comprehensive business perspective, and the ability to manage multiple accounts.

If you are passionate about leading high-performing teams, optimizing resource planning, and implementing strategies that improve service levels, reduce costs, and enhance the customer experience, we want to meet you

What do you need to apply?
Minimum experience: Experience in Workforce Management, at least at the Manager level, leading multiple accounts or portfolios.
English proficiency: Advanced B2+ or C1 level.
Key skills: Strategic leadership, capacity planning, forecasting, staffing, scheduling, data analysis, risk management, cost optimization, results orientation, and effective communication with executive teams and cross-functional stakeholders.

What will you do in this role?
• Define and lead the Workforce Management strategy for multiple accounts and contact center operations.
• Design and implement staffing, scheduling, forecasting,



and capacity planning processes across different locations and service channels.
• Lead and develop the Resource Planning team, ensuring an effective response to the operation’s daily, weekly, and monthly needs.
• Translate volume forecasts into hiring plans, staff schedules, and efficient resource allocation strategies.
• Analyze the factors affecting contact volumes and handling times to identify optimization and contact reduction opportunities.
• Establish goals, performance standards, governance structures, and operational guidelines for WFM teams.
• Review procedures and workflows to ensure compliance with internal guidelines and client requirements.
• Identify operational risks and develop preventive and corrective actions to ensure business continuity and operational efficiency.
• Partner with Operations and other business areas to strengthen WFM support and develop new capabilities.
• Propose, plan, and implement st

📌 Sr. WFM Manager (Medellín)
🏢 Concentrix
📍 Medellín