Forecast & Workforce Planner - WFM Specialist
We are looking for a person who will join the International Forecast & Planning Area in our Madrid office!
About The Role
You will join the Forecast & Planning Area in Madrid reporting to the Head of the team.
Your main mission will be: drive efficient workforce planning across international markets by aligning resource needs with demand, ensuring schedule quality, and meeting service agreements.
Responsibilities
* Strategic Workforce Planning: Responsible for estimating FTE needs per market and developing coverage plans aligned with demand, in coordination with operational teams and internal procedures, within an area of over 100 people operating in an international environment and providing services in more than 10 languages.
* Planning supervision and updates: Coordinate monthly planning updates, ensure real-time schedule quality, and produce follow-up reports for management.
* Cross-functional support and action tracking: Provide support to operational teams on planning-related matters (tools, regulations, holidays), and prepare documentation for HR and operations meetings, including reporting and action follow-up.
* Strategic projects: Contribute in the selection and deployment of solutions that enhance the maturity of the organization's tools and processes.
Qualifications
* Bachelor’s degree in IT, Business School or Engineering School.
* 5 years' experience in a similar position and/or experience in contact centers, operational monitoring, planning manager.
* Knowledge of planning tools, as well as the organization of working time and regulatory texts is a real plus.
* Highly valued knowledge of Genesys, Power BI, and Microsoft Office Suite.
* Spanish: native speaker | English: advanced proficiency.
* Knowledge of the insurance or travel assistance sector is not mandatory but is a plus.
What we offer
* Work in an international environment. Office based in Madrid
* Competitive salary based on your experience.
* Ticket restaurant.
* Hybrid model.
* Access to Training Platform.
* Employee and family discounts club
You live, we CARE.
Seniority level
* Associate
Employment type
* Full-time
Job function
* Industries: Insurance
Madrid, Community of Madrid, Spain
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