Coordinador/a de planificación y control en tiempo real

About the role

This position focuses on managing operational capacity and resource administration to ensure service levels are met. You will drive the Workforce Management strategy by utilizing data to improve operational efficiency and cost control.

Key facts

What you'll do

• Direct mid and long-term capacity planning to guide hiring, staff movement, and leave management.
• Oversee and verify forecasting, dimensioning, and scheduling models to drive continuous improvement.
• Track service level agreements and core metrics such as utilization, occupancy, and adherence.
• Create and deploy contingency plans to address unexpected demand shifts or critical events.
• Evaluate the financial and operational effects of WFM deviations and suggest optimization strategies.
• Manage the implementation of new tools, process automation, and internal improvements.
• Mentor and supervise the WFM team, including forecasting, scheduling, and real-time management staff.
• Serve as a strategic partner between Operations, Clients, and support departments to align business needs with operational capacity.

Requirements

• Education: Degree holder or current student in Engineering, Statistics, or a related field.
• Experience: At least 2 years of proven experience leading WFM and GTR operations within a contact center environment, specifically in demand forecasting, scheduling, and real-time staff management.
• Leadership: Demonstrated ability to manage personnel and lead teams.

Skills & tools

• Statistical analysis and numerical reasoning.
• Database management and data auditing.
• Process automation techniques.

Practical notes

• Benefits include employee discounts, professional development programs, company events, necessary work equipment, and free coffee.
• Cabify is an equal opportunity employer committed to a diverse and inclusive workplace.