Senior Workforce Manager

About The Role

We are looking for our first Senior Workforce Manager , a role that we view as a strategic business function rather than a back‑office scheduling task. At Félix, every operational decision deserves a number behind it, and you will be the owner of that logic. You will be responsible for building our WFM architecture from scratch, ensuring that our operations are lean, scalable, and prepared for the unique volatility of the remittance market. You will be a key partner to the COO and Finance, defending your models and driving the efficiency that allows us to serve millions of families.

Responsibilities

• Build and continuously improve volume forecasts (long‑range, monthly, weekly, and intraday) across all corridors, channels, and contact types. Your primary target is to achieve a weekly MAPE.
• Rebuild and own the end‑to‑end staffing model (in‑house + BPO). Deliver a unified capacity plan that drives hiring cycles, BPO ra...