Supervisor, WFM

The Supervisor WFM, will be responsible for the supervision of the Real-Time team. This position will maintain the internal policies and procedures, support operations and RTA analysts in identifying trends, providing input on metric improvements, including forecast versus actuals. Responsibilities: • Ensures the successful delivery of WFM support and acts as a liaison between WFM Shared Services and Operations organization. • Manage and lead the Real Time Analysts providing coach and feedback on a weekly basis. • Active participation on the Forecast and Capacity plan meetings. • Lead Real time, Analytics and Reporting processes. • Implement strategic planning processes and share best practices inside the teams • Guarantee the accuracy of all WFM processes • Provide climate actions to guarantee a work environment connected to the CNX values. • Guarantee that all WFM members are compliant with WFMU. Additional Job Description Requirements: • Proficient in Excel and other Microsoft Office tools • 2 years’ and a solid experience in WFM (preferred) • Experience with WFM tools (IEX, Calleo and Genesys Cloud), eStart, WorkDay, among others. • Multi-program / Multi-campaign experience • Ability to multi-task and meet timelines on deliverables • Effective communication skills, both written and verbal • Detail oriented • Results oriented • Change Management • Build Strategic Relationships with stakeholders • Quick learner and self-starter • Associate's degree in related field not required but is a plus • Proficient in English B2

Location: Queretaro Metropolitan Area, MX

Posted Date: 8/13/2025