WFM Senior Specialist

About the role

You will join a global operations team to manage intraday workforce functions for the Americas time zones. In this capacity, you will own the end to end management of scheduling and real time performance for the Americas portfolio, ensuring that support services remain resilient and scalable. Working in close collaboration with colleagues based in Austin, you will interpret demand patterns and translate them into precise staffing models that align with business needs. You will be accountable for maintaining high standards of service delivery while continuously searching for opportunities to streamline workflows and remove bottlenecks. The role requires a proactive mindset that balances strategic planning with meticulous attention to detail in day to day execution. You will act as a bridge between technical WFM tools and business stakeholders, making data driven recommendations that improve efficiency. Success in this position will be measured by your ability to keep service levels stable, reduce manual effort, and support the company's broader objectives for operational excellence.

Key facts

What you'll do

Monitor service levels and queue status to provide regular health reports to stakeholders, highlighting trends and anomalies that require attention.

Adjust agent schedules based on forecasted volumes to meet performance targets while considering agent availability and adherence.

Analyze forecast accuracy and suggest improvements or alternative models, using historical data to refine future planning cycles.

Execute weekly strategic plans and contribute to broader company OKRs, ensuring that operational activities directly support organizational goals.

Manage operational incidents and communicate mitigation steps to relevant teams, minimizing disruption to service delivery.

Automate manual tasks and lead projects to reduce waste and improve cycle times, leveraging scripting and tooling where appropriate.

Collaborate with product and operations teams to align on priorities and resource distribution, ensuring that cross functional initiatives progress smoothly.

Interpret real time dashboards and translate complex metrics into clear narratives for both technical and non technical audiences.

Own the end to end WFM cycle for the Americas region, from demand planning to performance review and continuous improvement.

Identify training needs and process gaps, proposing solutions that enhance team capability and operational resilience.

Support change management activities by providing accurate staffing impact assessments and facilitating smoother transitions.

Maintain documentation of standard operating procedures, ensuring that best practices are captured and easily accessible to the team.

Drive initiatives that optimize shrinkage management, occupancy, and service level mechanics through disciplined interval staffing strategies.

Act as a subject matter expert within the organization, mentoring colleagues and promoting data informed decision making across the function.

Requirements

• Proven experience in scheduling or intraday management within a high-volume environment, demonstrating consistent execution under pressure.
• Expertise in short-term planning horizons covering 0 to 30 days, with a strong grasp of how to balance flexibility and stability.
• Deep knowledge of WFM principles including shrinkage, occupancy, service level mechanics, and interval staffing, and how these interact to influence performance.
• Hands on experience with WFM software such as NICE, Verint, or Aspect, showing comfort with configuration, reporting, and user management.
• Advanced spreadsheet proficiency and the ability to interpret real-time data under pressure, using formulas, pivot tables, and visualizations effectively.
• Strong root cause analysis skills and a data driven approach to decision making, using evidence to guide actions rather than assumptions.
• Fluency in English, with the explicit requirement that resumes must be submitted in English to ensure clarity and consistency.
• Demonstrated ability to work autonomously while collaborating with globally distributed teams, maintaining professionalism and reliability.
• Capacity to manage multiple priorities and shifting demands, ensuring that critical tasks are completed accurately and on time.
• Willingness to adhere to established processes while also contributing ideas for improvement where appropriate.

Nice to have

Practical experience with SQL, Python, BI tools, or data visualization platforms, which can enhance reporting depth and automate data extraction.

Practical notes

• Benefits include RSUs, flexible working, and an annual self-development budget.
• Health and dental coverage for you and dependents, plus life insurance and an EAP.
• Paid time off includes 30 days vacation, 3 Me days, and 1 volunteer day.
• Additional perks: 8 weeks paid parental leave after one year, 6-week sabbatical after four years, transportation vouchers, food vouchers (730 BRL/month), meal vouchers (1,188 BRL/month), and TotalPass gym access.
• This role is based in São Paulo, Brazil, and is a full time position.
• Candidates must be fluent in English and submit all application materials in English.
• The selected candidate will be expected to manage intraday operations for the Americas time zones, requiring availability during overlapping business hours.
• All employees are subject to the standard benefits and policies outlined in company guidelines, which may be updated periodically.