Are you passionate and focused on WFM and have deep experience in dynamic environments where things often change? If this sounds like you, get in touch!
Tasks
- Build and maintain comprehensive long-term capacity models using historical data and business forecasts
- Analyze factors like seasonality and market trends to predict future demand and staffing needs
- Lead the creation of accurate workforce forecasts across regions and channels
- Use advanced analytics for staffing and demand forecasting, and continuously refine models to reflect real-time data
- Optimize resource allocation (FTE, part-time, contingent workers) to balance demand, costs, and service quality
- Create scalable plans to handle growth, turnover, and training needs, addressing staffing gaps as needed
- Monitor workforce performance against forecasts and provide insights to senior management
- Maintain metrics and KPIs to track resource use and operational efficiency
- Collaborate with operations, finance, HR, and recruitment to align on workforce needs and strategies
- Mentor junior WFM team members on best practices in capacity planning and lead improvements
- You will report to the Workforce Manager
**Requirements**:
- Full professional level of English
- 5+ years of experience in WFM, capacity planning or operations planning in a multi-channel, complex operational environment
- Expertise in developing and managing capacity models for large-scale operations, preferably in contact centers or similar environments
- Solid understanding of demand forecasting, resource allocation, workforce planning principles, and working closely with stakeholders to meet SLAs while optimizing cost efficiency
- Experience with WFM (Verint, NICE, Genesys, etc)
- Strong Excel skills (pivot tables, macros, complex formulas)
- Experience with data analytics and reporting tools (Power BI, Tableau, Looker, SQL) to drive capacity planning insights
- Excellent communication skills, with the ability to present complex data and insights to senior leadership
- Ability to adapt to changes quickly
- Proactivity, problem-solving attitude, strong analytical and critical thinking
**Benefits**:
- Permanent contract
- Competitive salary
- Hybrid model (3 days at the office per week). Office located in Poblenou
- A fast-growing company with good opportunities to keep learning and developing
- An international, dynamic, and creative environment
- Great working atmosphere
- Other interesting benefits
- Step 1: Interview with our Recruiter to get to know you and your experience
- Step 2: Interview with the Workforce Manager
- Step 3: Interview with the Ops Director
- Step 4: Meet the team