# Team Lead, Workforce Management at Hootsuite

> Mexico · Staff · Other · open. Source: https://alderhq.app/jobs/greenhouse%3Ahootsuite%3A8360320 (read 2026-11-12).

## Facts (observed)

- Company: [Hootsuite](https://alderhq.app/companies/hootsuite)
- Location text: Mexico City; Mexico City
- Where it can be done from (inferred): Mexico (evidence: "Location: Mexico City; Mexico City")
- Posted: 2026-11-12 (0 days ago)
- First seen by alder: 2026-11-12 · last verified: 2026-11-12
- Reposted: 0 times · edited: 0 times
- Apply on the employer's site: https://job-boards.greenhouse.io/hootsuite/jobs/8360320
- Skills listed (inferred): Python, SQL

## Pay and sponsorship

- Posted pay: not posted

## Description (the employer's text)

We’re looking for a Team Lead, Workforce Management to help oversee and lead our Workforce Management team. Reporting to the Senior Manager, you’ll be working closely with your team of Workforce Management Intraday and Data Analyst(s) to support the delivery and execution of our workforce management practices and data analytics across Hootsuite’s global Customer Support Team.

### WHAT YOU’LL DO

- Support, mentor and coach the global team through regular one-on-ones while providing ongoing guidance and subject matter expertise as it relates to workforce management tools, technology, methodology and workflows
- Lead comprehensive Cadence review conversations to discuss committed goals specific to individual contributions, capabilities and career development opportunities throughout the year
- Review, design, and help implement new workforce management best practices, workflows and standard operating procedures to drive operational efficiency and improve customer experience (internal and external)
- Help monitor, manage, and administer Customer Support technology platforms and tools to ensure operational effectiveness - including user access governance, system configuration, problem resolution, and regular meeting attendance with key technology vendor partners
- Gather, analyze, and process relevant Customer Support data to help administer regularly recurring operational reports used for a variety of business use cases - including performance statistics, corporate, regional and global reporting, staffing level forecasting (regionally and globally), capacity planning, costing models, incentive program payout and budgeting
- Act as a back up to our Data Analyst to help prepare, publish and deliver regular business insights and key performance metric results, while identifying potential issues and trends at a global level
- Participate in our quarterly OKR process, helping own or assist with projects/initiatives that require workforce management or data analytics support
- Partner and collaborate with the Customer Support extended Leadership team, Management Team, and other Hootsuite internal stakeholders to help deliver against cross functional business or team initiatives
- Perform other related duties as assigned
### WHAT YOU’LL NEED

- Minimum 5-8 years of experience within a customer support operations center, workforce management, people management, and statistical expertise is required. Experience in a complex global SaaS environment is preferred.
- Extensive experience in workforce management platforms, concepts, such as staffing, scheduling, and attendance administration with proven experience in developing and designing forecasting, planning, and analytical models
- Strong proficiency and understanding of Support Operations and WFM technology and tools such as: Zendesk, Salesforce, Jira, Workday, Zapier, Zoom, Slack, and Playvox. ● Advanced experience in using Google Sheets and Slides (or Excel and Powerpoint) with proficiency in reporting dashboard tools such as Tableau. SQL and Python experience would be considered an asset
- Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs
- Priority Setting: focuses time/energy on the most important issues/opportunities. Clearly understand how to assess the importance of tasks and decisions
- Problem Solving: uses an organized and logical approach to find solutions to complex problems. Looks beyond the obvious to understand the root cause of problems ● Process/Project Management: skilled at figuring out and managing the processes and timelines necessary to get work accomplished
- Resilience, Tolerance for Change/Ambiguity: can effectively cope with change, finding ways to advance work and projects
- Inclusive Leadership: Builds inclusive, cohesive teams which apply diversity to achieve common goals
- Play to Win: Capably delivers results through others, is good at establishing clear direction, helping others achieve their best work
- Long Range Planning: Identifies key issues and relationships relevant to achieving a long-range goal or vision; Builds an integrated plan for course of action to accomplish this vision

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Data: alder (https://alderhq.app). Cite https://alderhq.app/jobs/greenhouse%3Ahootsuite%3A8360320 and the date you read it. Observed facts come from the employer's own listing; location reach, level, family and skills are inferences.