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hace 1 día
Who We Are:We're Cart.com, one of the fastest growing commerce enablement companies in the world. We provide the digital and physical infrastructure that empowers thousands of leading B2C, B2B and public sector organizations to unify commerce operations from product discovery to product delivery. We're building towards a world where commerce has no bounds. Our enterprise-grade software, services and logistics infrastructure, including our own network of omnichannel fulfillment and distribution centers, enable merchants to navigate an increasingly complex operating landscape and drive efficient growth.
The Role:The WFM Specialist is responsible for forecasting demand, capacity planning, schedule generation, and intraday management in a contact center environment. The role ensures service level and efficiency targets are met by analyzing historical trends, building staffing models, generating optimized schedules, monitoring operational KPIs, and driving continuous improvement through data-driven insights and reporting. Pay range and compensation package- Pay up to $25,000 - $30,000 MXN (before taxes). - Food vouchers, 30-day aguinaldo, and 35% vacation bonus. - Comprehensive life and medical insurance. - Growth opportunities as we continue to expand - Onsite role in Querétaro, MxWhat You'll Do:Forecasting & Capacity PlanningScheduling & Intraday ManagementPerformance Monitoring & ReportingWorkforce Optimization & GovernanceStakeholder Management & CommunicationWho You Are:- Contact center operations and KPIs (adherence, shrinkage, occupancy, SLA, AHT, ASA, forecast accuracy, abandon rate). - Forecasting methods (historical, seasonal, regression-based). - Labor regulations (breaks, shifts, overtime). - Agent segmentation (skills, languages, channels). - Coverage strategies for peaks, vacations, and absences. What You've Done:- Bachelor's degree in Business Administration/Economics, Computer Systems, Engineering, or related field. - 2+ years of experience in forecasting and workforce distribution within contact centers or similar operational environments. - English: Intermediate–Advanced level. - Prior experience in a support role within Customer Success, Account Management, or Operations. - Basic understanding of KPIs and performance metrics in a fulfillment or logistics environment. - Exposure to project management or workflow coordination tools (e.g., Asana, Monday.com, or Jira).
