Overview
As a Workforce Specialist you will work together with the rest of Operations team, Human Resources and other cross-functional teams to forecast staff needs, fulfill requirements for each line of business, and liaise with the training team to ensure the current workforce has the skills and training needed to fulfill the operational needs of the different projects. You will also create a scheduling process to ensure that our operation is covered for each line of business, considering any leave of absence, planned or unforeseen. In addition, you will make daily adjustments to customer service agents\' workloads to ensure that no backlog accumulates.
In this role you will support the team in defining optimal flows to forecast staff needs, volumes and new hire skills requirements, as well as benchmarking and implementing different tools to achieve those goals.
Responsibilities
* Analyze current and past inflow and outflow volumes, backlog accumulation, productivity and other relevant metrics impacting the results of the project operations.
* Define new KPIs linked to staffing, agent productivity and occupancy. Work with Business Intelligence teams to ensure that current data visualization tools are reliable.
* Define different scheduling processes to guarantee that every line of business is fully covered in terms of Customer Service staff.
* Liaise with the training and operations teams to properly communicate service needs in terms of staff and skills.
* Create analytical skills and the ability to understand and organize complex Customer Service inflow scenarios.
* Demonstrate a high attention to detail with the ability to multitask in a target-driven and fast-paced organization.
* Understand different Customer Service indicators linked to productivity and design new KPIs to ensure improvement.
* Exhibit excellent oral and written communication skills and the ability to effectively communicate with a diverse audience at every level of the organization, both in English and Spanish.
* Thrive in a fast-paced environment, think on your feet, and maintain recurrent reports to give visibility to stakeholders of recruitment, scheduling and productivity performance of the Customer Service team.
* Benchmark and implement new scheduling tools. While this implementation is ongoing, optimize current tools and processes.
* Adjust schedules daily to ensure deviations in the forecast are addressed and no backlog is accumulated.
* Assist in defining the strategy to improve productivity indicators among Customer Service Agents that impact workforce planning (AHT, occupancy, etc).
* Communicate properly with different teams (Product, Human Resources, etc) to foresee actions that may impact the current forecast model and adjust it accordingly.
Requirements
Education: Bachelor\'s Degree in technical fields or equivalent relevant work experience.
Previous Experience:
* 3-4 years of progressive experience in the field of workforce management, real-time analysis within a Customer Service team
* Experience in managing staff forecasts and scheduling, in a multilingual and multi-skilled environment across different lines of business
Linguistic Skills
* Spanish: Professional fluency
* English: Professional fluency
* Other languages are a plus
Technical Knowledge
* 3-4 years of progressive experience in workforce management, sales/staff forecasting or logistics planning, particularly with multilingual/multi-skilled staff
* Previous experience with scheduling tools (Genesys Workforce, Asana, Playvox...)
* In-depth understanding of key productivity indicators in the Customer Service field (SLA, occupancy, AHT, FCR, etc.)
* Proficiency in Word, Excel, PowerPoint, and G Suite applications
* Intermediate to advanced knowledge in data analysis, Qliksense, Qlikview or other data visualization tools
* Knowledge of different staffing models, considering complex queuing systems across various lines of business and blended activities
Benefits
WHY SHOULD YOU JOIN US?
Growth and career development
* At Leadtech, we prioritize your growth. Enjoy a flexible career path with personalized internal training and an annual budget for external learning opportunities
Work-Life balance
* Benefit from a flexible schedule with flextime (7 - 9:30 a.m. start, 3:30 - 6 p.m. end) and the option of working full remote or from our Barcelona office. Enjoy free Friday afternoons with a 7-hour workday, plus a 35-hour workweek in July and August so you can savor summer!
Comprehensive benefits
* Competitive salary, full-time permanent contract, and top-tier private health insurance (including dental and psychological services)
* 25 days of vacation plus your birthday off, with flexible vacation options—no blackout days!
Unique Perks
* If you wish to come, in our office in Barcelona you\'ll find it complete with free coffee, fresh fruit, snacks, a game room, and a rooftop terrace with stunning Mediterranean views
* Additional benefits include ticket restaurant and nursery vouchers, paid directly from your gross salary
Join us in an environment where you\'re free to innovate, learn, and grow alongside passionate professionals. At Leadtech, you\'ll tackle exciting challenges and be part of a vibrant team dedicated to delivering exceptional user experiences. Sounds good? Apply now! We\'re looking forward to getting to know you.
Equal Employment Opportunity Employer: Leadtech is an Equal Employment Opportunity (EEO) Employer, which means we encourage applications from people with different backgrounds, interests, and personal circumstances. Our team welcomes applicants regardless of their race, gender, age, religion, nationality, sexual orientation, gender identity, gender expression and/or disabilities. All we need is your high energy, skills, and willingness to be a part of a great project!
Location: You\'ll have the flexibility to choose whether you\'d like to come to the office every day, from time to time, or work fully remote. We want you to find the best combination for you. If you prefer to be surrounded by amazing people, our exceptional office is in Barcelona\'s Blue Building, located right on the city\'s seafront. Besides our stunning views, you\'ll enjoy our office perks such as free fruit, snacks, and coffee and you\'ll also be able to take part in our Mario Kart and table tennis competitions.
The personal data you provide will be processed in order to manage your candidacy for the corporate selection processes that fit your profile. If you wish, you can exercise your rights of access, rectification or cancellation by writing to our address (Avenida Litoral, 12-14, 5ta planta. Barcelona. 08005) or to the email address, attaching to your request a document that can validate your identity.
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