Workforce Management Director
About our companyConfie is the largest independent personal lines insurance
agency and broker in the United States—serving customers nationwide. In 2010,
we established our Shared Services Center in Tijuana, Baja California, creating
a world-class operation built to efficiently support our customers, drive
innovation, and develop exceptional talent. Since then, our Mexico operation
has become a vital extension of our organization, strengthening the work that
powers our U.S. business and elevating the experience of customers across all
50 states. Today, more than 1,800 team members—both on-site and remote—help
fuel our success with a focus on quality, consistency, and operational
excellence.Our growth reflects a deep investment in technology,
continuous improvement, and—most importantly—our people. We foster an
inclusive, fast-paced, and collaborative culture where employees are encouraged
to grow and build long-term careers with a company shaping the future of
insurance.Learn more at www.confiemx.comWFM DirectorResponsible for leading the strategic planning, development,
and execution of all workforce management activities — including forecasting,
capacity planning, scheduling, real-time management, and performance reporting
— to ensure the organization meets its service, productivity, and financial
goals.Requirements· Bachelor’s degree.· Bilingual (English / Spanish)· At least 5 years of experience in call center involvement.· 5+ years of experience in workforce management.· Previous experience in Leadership roles.Responsibilities• Develop and execute the overall WFM strategy aligned with
organizational objectives.• Build short-, mid-, and long-term forecasts based on
business trends, seasonality, and growth projections.• Collaborate with Finance, HR, and Operations to ensure
alignment between staffing plans and budgetary goals.• Provide insights and recommendations to leadership for
optimizing headcount, shift structures, and location strategy.• Lead the creation of volume forecasts (calls, chats,
emails, transactions, etc.) using statistical models and business inputs.• Build and maintain capacity plans that balance workload
demand with staffing supply.• Partner with Recruiting and Training to plan hiring
classes and ensure timely ramp-up of talent.• Continuously improve forecast accuracy through analytics
and feedback loops.• Oversee the development of agent schedules that meet
service level targets while maximizing efficiency.• Manage shift bidding, time-off planning, and overtime
processes.• Leverage WFM tools to optimize scheduling and reduce idle
or unproductive time.• Ensure compliance with labor laws, union agreements, and
internal policies.• Supervise real-time teams responsible for monitoring
queues, attendance, and adherence.• Implement contingency plans to address volume spikes,
system outages, or unplanned absences.• Provide actionable insights to Operations on how to adjust
staffing or routing to maintain service levels• Develop and maintain dashboards that track forecast
accuracy, utilization, shrinkage, service levels, occupancy, and productivity.• Present operational insights and performance reports to
senior leadership.• Use analytics to identify efficiency opportunities and
recommend process or technology improvements.• Lead the implementation and optimization of WFM systems
(e.g., Verint, NICE, Calabrio, Aspect, Genesys).• Ensure data integrity between WFM tools, HR systems, and
operational dashboards.• Continuously evaluate new tools or AI-driven solutions to
enhance WFM capabilities.• Manage and mentor teams across forecasting, scheduling,
intraday, and reporting functions.• Promote a culture of accountability, collaboration, and
continuous learning.• Establish and track KPIs for WFM staff performance and
professional growth.• Partner with Operations, HR, Finance, and IT to ensure
alignment on staffing strategies and performance outcomes.• Support new business initiatives (e.g., client launches,
product expansions) with detailed workforce impact assessments.• Communicate staffing insights and recommend effectively to
executive stakeholders.BenefitsRemote position (Mexico-based).Private Health Insurance.Major Medical Insurance.Life Insurance.Saving Funds and Voluntary Savings Account.Profit Sharing (PTU).Vacation Days (above law).Christmas bonus (above law)Vacation premium.Management bonus.
Apply Now
agency and broker in the United States—serving customers nationwide. In 2010,
we established our Shared Services Center in Tijuana, Baja California, creating
a world-class operation built to efficiently support our customers, drive
innovation, and develop exceptional talent. Since then, our Mexico operation
has become a vital extension of our organization, strengthening the work that
powers our U.S. business and elevating the experience of customers across all
50 states. Today, more than 1,800 team members—both on-site and remote—help
fuel our success with a focus on quality, consistency, and operational
excellence.Our growth reflects a deep investment in technology,
continuous improvement, and—most importantly—our people. We foster an
inclusive, fast-paced, and collaborative culture where employees are encouraged
to grow and build long-term careers with a company shaping the future of
insurance.Learn more at www.confiemx.comWFM DirectorResponsible for leading the strategic planning, development,
and execution of all workforce management activities — including forecasting,
capacity planning, scheduling, real-time management, and performance reporting
— to ensure the organization meets its service, productivity, and financial
goals.Requirements· Bachelor’s degree.· Bilingual (English / Spanish)· At least 5 years of experience in call center involvement.· 5+ years of experience in workforce management.· Previous experience in Leadership roles.Responsibilities• Develop and execute the overall WFM strategy aligned with
organizational objectives.• Build short-, mid-, and long-term forecasts based on
business trends, seasonality, and growth projections.• Collaborate with Finance, HR, and Operations to ensure
alignment between staffing plans and budgetary goals.• Provide insights and recommendations to leadership for
optimizing headcount, shift structures, and location strategy.• Lead the creation of volume forecasts (calls, chats,
emails, transactions, etc.) using statistical models and business inputs.• Build and maintain capacity plans that balance workload
demand with staffing supply.• Partner with Recruiting and Training to plan hiring
classes and ensure timely ramp-up of talent.• Continuously improve forecast accuracy through analytics
and feedback loops.• Oversee the development of agent schedules that meet
service level targets while maximizing efficiency.• Manage shift bidding, time-off planning, and overtime
processes.• Leverage WFM tools to optimize scheduling and reduce idle
or unproductive time.• Ensure compliance with labor laws, union agreements, and
internal policies.• Supervise real-time teams responsible for monitoring
queues, attendance, and adherence.• Implement contingency plans to address volume spikes,
system outages, or unplanned absences.• Provide actionable insights to Operations on how to adjust
staffing or routing to maintain service levels• Develop and maintain dashboards that track forecast
accuracy, utilization, shrinkage, service levels, occupancy, and productivity.• Present operational insights and performance reports to
senior leadership.• Use analytics to identify efficiency opportunities and
recommend process or technology improvements.• Lead the implementation and optimization of WFM systems
(e.g., Verint, NICE, Calabrio, Aspect, Genesys).• Ensure data integrity between WFM tools, HR systems, and
operational dashboards.• Continuously evaluate new tools or AI-driven solutions to
enhance WFM capabilities.• Manage and mentor teams across forecasting, scheduling,
intraday, and reporting functions.• Promote a culture of accountability, collaboration, and
continuous learning.• Establish and track KPIs for WFM staff performance and
professional growth.• Partner with Operations, HR, Finance, and IT to ensure
alignment on staffing strategies and performance outcomes.• Support new business initiatives (e.g., client launches,
product expansions) with detailed workforce impact assessments.• Communicate staffing insights and recommend effectively to
executive stakeholders.BenefitsRemote position (Mexico-based).Private Health Insurance.Major Medical Insurance.Life Insurance.Saving Funds and Voluntary Savings Account.Profit Sharing (PTU).Vacation Days (above law).Christmas bonus (above law)Vacation premium.Management bonus.
Apply Now