Workforce Management Manager (Medtech)

TL;DR

Workforce Management Manager (Medtech): Strategic leadership and operational oversight of the WFM program for an omni-channel contact center with an accent on staffing, scheduling, and performance optimization. Focus on short- and long-term forecasting, capacity planning, and driving data-driven operational efficiency.

Location: Heredia, Costa Rica. Ability to work from home required (must meet Occupational Health and Safety requirements) or on-site office work.

Company

hirify.global is an all-in-one EHR+ platform built exclusively for independent healthcare practices to streamline operations and reduce burnout.

What you will do

• Own and optimize the end-to-end WFM program across voice, email, and ticket-based workflows.
• Lead short- and long-term forecasting and capacity planning in collaboration with Product and Operations stakeholders.
• Develop scheduling strategies to balance service performance, workforce experience, and occupancy targets.
• Oversee intraday performance strategy, including adherence monitoring and escalation frameworks.
• Standardize and automate WFM reporting to provide actionable insights into productivity and utilization.
• Lead, coach, and develop WFM team members across forecasting, scheduling, and real-time functions.

Requirements

• 5+ years of Workforce Management experience in a contact center or customer support environment.
• Proven expertise in managing forecasting, scheduling, and intraday performance.
• Proficiency with WFM platforms such as NICE InContact, Verint, Genesys, or Calabrio.
• Advanced Excel or data analysis tool proficiency.
• Strong leadership skills with the ability to influence cross-functional stakeholders.
• Must be based in Costa Rica and adhere to the Work from Home Agreement.

Culture & Benefits

• Wellness and childcare subsidies.
• University and education discounts.
• Access to Gympass for health and fitness apps.
• Mental health resources via Telus Employee Assistance Program.
• Supportive environment focused on simplicity, entrepreneurship, and collaboration.