Workforce Management Director

About our company Confie 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.com WFM Director Responsible 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. Benefits Remote 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.