Workforce Manager

Apollo.io

Mexico City, Mexico
**
Lead forecasting and capacity planning
Manage real-time analysts team
Ensure sla compliance across channels
** Apollo.io is seeking a Workforce Manager to enhance the operational efficiency of their customer support team in Mexico City. The role involves overseeing real-time management, forecasting, scheduling, and capacity planning, with a strong emphasis on data-driven decision-making and collaboration across departments. **

Job Summary

  • The Workforce Manager will lead and optimize the support team's operational efficiency by overseeing real-time management, forecasting, and scheduling.
  • Apollo.io is an AI-native company that values extreme ownership, moving with focus and urgency while encouraging bold ideas and courageous action.
  • This role requires partnering with Customer Support Leadership, HR, and Finance to align workforce strategies with business goals and manage labor costs.

Matching Summary

Match Score: 75

** Apollo.io is seeking a Workforce Manager to enhance the operational efficiency of their customer support team in Mexico City. The role involves overseeing real-time management, forecasting, scheduling, and capacity planning, with a strong emphasis on data-driven decision-making and collaboration across departments. **

Skills & Requirements

Must-have

  • Lead forecasting and capacity planning
  • Manage Real-Time Analysts team
  • Ensure SLA compliance across channels
  • Develop staffing models balancing costs
  • Drive continuous improvement initiatives

Nice-to-have

  • Data-driven and proactive mindset
  • Experience with AI and automation
  • Strong stakeholder collaboration skills
  • Background in WFM methodologies
  • Ability to optimize agent occupancy

Key Requirements

  • Experienced in WFM methodologies
  • Proven track record in forecasting
  • Leadership experience managing analysts

Work Rights

Not specified

Tailored Resume

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