CrawlJobs Logo

Senior Workforce Manager

yokoy.io Logo

Yokoy

Location Icon

Location:
Spain, Barcelona

Category Icon
Category:
Customer Service

Job Type Icon

Contract Type:
Not provided

Salary Icon

Salary:

Not provided
Save Job
Save Icon
Apply Position

Job Description:

We are looking for a strategic Senior Workforce Manager - WFM for our Customer Operations to help us continue delivering a 7-star experience to our customers. Consequently, we have the ambition to not only ensure a delightful experience for our customers when interacting with our in-house 24/7 Customer Care team, but also to utilise Product & Engineering resources to optimise the product in such a way that incoming contacts are reduced. We are aiming higher than ever, and we want to grow exponentially. A delightful customer experience when interacting with our product & Customer Care team is critical to help us achieve our big audacious goal of 1 million happy travellers per day. That’s why we have come to the conclusion that we need you!

Job Responsibility:

  • Optimize and manage our workforce management framework, including implementation of both short- and long-term forecasting, capacity planning and budget for the global footprint of Customer Care. You will take full ownership of the network on Workforce Management across all the outsources partners
  • Optimize Planning to execute short- and long term projects, to ensure we are in line with the company growth, Gross Margin, Cost per Booking and Cost to Serve metrics. You will take ownership of all WFM areas
  • Identify the best billing and operating model for our various lines of businesses to optimise performance and reduce wastage, and to optimize for the seasonality factors and reduce operational effort of the in-house WFM team
  • Perform quantitative analysis of key process indicators (Demand Drivers, Contact Ratio, CSAT and other metrics) and build business cases to improve Customer Journey and lead comprehensive execution plans for supporting customer experience improvement initiatives. To succeed, you will work with a variety of internal stakeholders, including Marketing & Product
  • Partner with cross-functional teams to solve problems, ensure productive communication and implementation of processes, and to build a strong operational infrastructure globally
  • To succeed, you will work closely with our Strategic Finance, Customer Care Operations, Product and external providers to make sure we provide a 7-star experience at optimal cost while accommodating our growth

Requirements:

  • 8+ years of experience with workforce management and customer care operations projects such as improvement of efficiency, quality, costs etc. including experience with outsourced service providers. Ideally from a global BPO environment
  • Strong understanding of WFM principles and the functionalities of the common WFM tools in the market like IEX, Calabrio, Verint, Amazon connect, Zendesk, Avaya, data suites like Looker, Tableau, etc.
  • Demonstrated knowledge of customer experience tools and systems including best practices
  • Strong business acumen with an ability to understand the direction and goals of the business
  • Strong analytical background - 7 Quality tools, SPC, Hypothesis Testing, Regression Analysis
  • Strong understanding of forecasting, planning, scheduling and real-time management methodologies
  • Ability to work independently, anticipate problems and suggest solutions
  • Ability to communicate effectively, influence and drive change while building rapport and credibility quickly with all levels in the organisation
  • Fluent written and verbal communication in English

Nice to have:

  • Travel sector experience
  • Managing external WFM teams
  • Understanding of correlations with other areas in customer care
  • Experience deploying AI solutions customer care
  • Experience with relevant applications, including but not limited to: Multi-channel operations i.e. voice support, email
  • RM/Customer Support Tools (Zendesk, Intercom, Kustomer, Salesforce.com)
  • Word Processing/Spreadsheet Applications (Microsoft Office)
  • Basic SQL

Additional Information:

Job Posted:
December 13, 2025

Employment Type:
Fulltime
Work Type:
On-site work
Icon
View All Jobs In This Company
Job Link Share:
Copy Link Icon
Facebook Icon Twitter Icon LinkedIn Icon

Looking for more opportunities? Search for other job offers that match your skills and interests.

Briefcase Icon

Similar Jobs for Senior Workforce Manager

Workforce Management Senior Analyst

As a Workforce Management Senior Analyst, you'll optimize operational efficiency...
Location
Location
United States , Illinois
Salary
Salary:
46988.00 - 112200.00 USD / Year
https://www.cvshealth.com/ Logo
CVS Health
Expiration Date
December 31, 2025
Flip Icon
Requirements
Requirements
  • Bachelor's degree preferred in Business, Analytics, Operations Management, or a related field
  • Experience in a contact center environment, operations support, reporting, data analysis, or related administrative role
  • Strong analytical skills with the ability to work with data and generate insights
  • Interest in learning workforce management and telephony administration tools (e.g., NICE IEX, other WFM systems)
  • Strong organizational skills with the ability to handle multiple priorities
  • Clear and effective communication and collaboration skills
  • Proficiency with Microsoft Office Suite, especially Excel
Job Responsibility
Job Responsibility
  • Create and maintain employee schedules to ensure we have the right coverage for our business needs
  • Analyze historical and current data to forecast workload and staffing needs accurately
  • Prepare regular and ad hoc reports to identify trends and support data-driven decision-making
  • Monitor staffing levels in real time and help make adjustments to maintain service levels
  • Coordinate and manage shift bids, vacation requests, and schedule changes fairly and transparently
  • Support scheduling of team meetings, coaching sessions, and other planned activities
  • Help administer our telephony system (e.g., manage agent skills, priorities, and routing rules) to optimize call flow and customer experience
  • Collaborate closely with Operations leaders to understand staffing needs, constraints, and upcoming business changes
  • Train and support junior team members on scheduling processes and tools
  • Participate in projects and process improvements to make our scheduling and workforce processes more efficient
What we offer
What we offer
  • Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan
  • No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching
  • Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility
  • Fulltime
Read More
Arrow Right
New

Workforce Strategy and Planning Senior Manager

The Workforce Strategy and Planning Senior Manager drives the strategy, design, ...
Location
Location
Netherlands , Amsterdam
Salary
Salary:
Not provided
anicuragroup.com Logo
AniCura Group
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Minimum: Bachelor’s degree in human resources, Business Administration, Data Analytics, or related field.
  • Preferred: Advanced degree or certification in Workforce Planning, P&O Analytics, or Business Strategy.
  • 8+ years in workforce planning, P&O analytics, or strategic P&O roles.
  • Strong expertise in data analysis, forecasting, and modeling techniques.
  • Proficiency with workforce planning and analytics tools (e.g., SAP SuccessFactors, Workday, Power BI).
  • Experience in multi-country, matrixed, and dynamic business environments.
  • Strong stakeholder management, communication, and data storytelling skills.
  • Fluency in English (additional European languages are a plus).
Job Responsibility
Job Responsibility
  • Develop and lead MVH Europe’s integrated workforce planning strategy, ensuring alignment with business growth, transformation efforts, and capability priorities.
  • Design workforce models to address current gaps and anticipate future needs across regions, roles, and functions.
  • Act as a workforce planning thought partner to senior leadership, P&O, Finance, and Operations.
  • Analyze workforce data to identify talent risks, skill gaps, trends, and optimization opportunities.
  • Build dashboards, KPIs, and reporting frameworks to inform leadership decision-making.
  • Collaborate with P&OIS, Digital, and Analytics teams to embed workforce intelligence into systems and platforms.
  • Use scenario planning to model workforce responses to market shifts, organizational change, or strategic pivots.
  • Provide evidence-based recommendations for staffing, mobility, restructuring, and capacity building.
  • Connect workforce planning with talent acquisition, learning & development, and succession planning.
  • Partner with Talent, P&O Business Partners, and Leadership Development teams to ensure implementation readiness.
What we offer
What we offer
  • An industry competitive salary and benefits package.
  • A stimulating work environment with good opportunities for personal development.
  • Freedom to take responsibility and the opportunity to influence.
  • Flexible working hours, hybrid working, international, digital work environment.
  • Learning and development opportunities.
  • The opportunity to cuddle our beloved 4-legged friends in our offices.
  • Fulltime
Read More
Arrow Right
New

Senior Manager - Category Management (Technology Services)

The Global Category Senior Manager at Amgen will develop and execute global stra...
Location
Location
India , Hyderabad
Salary
Salary:
Not provided
amgen.com Logo
Amgen
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Doctorate degree and 5 years of Global Strategic Sourcing, Procurement or Commercial (Sales) experience
  • Master’s degree and 8 years of Global Strategic Sourcing, Procurement or Commercial (Sales) experience
  • Bachelor’s degree and 12 years of Global Strategic Sourcing, Procurement or Commercial (Sales) experience
  • 2 years of managerial experience directly managing people and/or leadership experience leading teams, projects, programs, or directing the allocation of resources
  • Familiarity with procurement platforms (e.g., Ariba), ERP systems, and advanced analytics tools
  • Excellent problem-solving, organizational, and analytical skills, including the ability to interpret large datasets and generate actionable insights
  • Experience leading large, cross-functional teams and managing complex global projects in a matrixed environment
Job Responsibility
Job Responsibility
  • Own and evolve the global category strategy for Technology Services, aligned with business goals, with a focus on unlocking value, optimizing supplier relationships, and mitigating risk
  • Partner with Technology stakeholders across R&D, Commercial, and Operations to understand needs and shape procurement strategies that support enterprise priorities in a proactive manner
  • Act as a trusted advisor and thought leader, delivering insights on market trends, supplier capabilities, and best practices tailored to the Technology Services domain
  • Lead the creation of robust, financially grounded business cases (e.g., outsourcing models, total cost of ownership, supplier consolidation) that support procurement decisions and drive measurable impact
  • Stay ahead of market shifts in professional technology services— including evolving delivery models, workforce trends, and service innovation— and translate insights into actionable strategies
  • Design and drive a multi-year sourcing roadmap for Technology Services aligned with Amgen’s broader vision
  • Build relationships with external experts, peer companies, and industry bodies to bring leading practices and innovation into Amgen’s Technology Services sourcing strategy
  • Partner with category managers for consulting and staff augmentation to ensure Amgen take a holistic approach to all external resource driven spend
  • Provide strategic oversight as the global lead for Technology Services sourcing, ensuring alignment between category strategies and evolving business needs
  • Guide and facilitate collaboration across cross-functional teams and regional stakeholders, ensuring strategies meet diverse needs and are implemented effectively
Read More
Arrow Right

Workforce Management Lead, Risk Operations

We are looking for an experienced and strategic Workforce Management Lead to dri...
Location
Location
United States , Bay Area
Salary
Salary:
135800.00 - 245400.00 USD / Year
block.xyz Logo
Block
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 8+ years of experience in Workforce Management, Operations, or Strategic Workforce Planning roles
  • 5+ years of people management experience
  • Expertise in forecasting and capacity planning in complex environments
  • Moderate knowledge of KYC, AML, and Sanctions compliance
  • Proficiency in using spreadsheet tools such as Google Sheets and Excel, with the ability to create complex staffing models
  • Experience collaborating with diverse teams and managing key partner relationships
  • Demonstrated written and verbal communication skills, evidenced by delivering comprehensive reports and presentations to senior management that have influenced strategic decisions in operations
  • Experience analyzing workforce data to drive decision-making, with experience increasing operational efficiency through data-driven workforce adjustments and recommendations
  • Advanced analytical skills, including the ability to perform variance analysis, and developing forecasting models to inform strategic workforce planning decisions that result in a material improvement in operational efficiency
Job Responsibility
Job Responsibility
  • Develop and implement capacity plans and staffing models to support existing lines of business and new product launches within Compliance Operations
  • Forecast, schedule, and optimize staffing across multiple compliance work streams, ensuring adherence to process-specific Service level agreements and the absence of backlogs
  • Lead projects to create daily dashboard reporting for team leaders and managers, enhancing performance management and alert/case routing at the analyst level
  • Collaborate with cross-functional teams, including Product, Finance, and Compliance Analytics, to develop strategic workforce management solutions and improve forecasting models
  • Partner with Block vendor management teams to ensure seamless ramp-up/ramp-down and meet interval KPIs and contractual Service level agreements for our managed service providers
  • Use statistical methodologies and BI tools to analyze performance trends and drive data-informed decision-making
  • Present insights to senior and executive management, ensuring timely escalation of resourcing shortfalls based on forecasting
What we offer
What we offer
  • Remote work
  • medical insurance
  • flexible time off
  • retirement savings plans
  • modern family planning
  • Fulltime
Read More
Arrow Right
New

Workforce Management Analyst

The Workforce Management Analyst supports store operations by ensuring the right...
Location
Location
United States , Duluth
Salary
Salary:
Not provided
americasbest.com Logo
Americas Best Contacts and Eyeglasses
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 4-6 years of experience with workforce planning in retail or multi-unit operations (required)
  • Four-year college degree or equivalent experience (Required)
  • Strong knowledge of labor laws, compliance, and retail staffing practices (Required)
  • Proficiency with WFM systems (e.g., Kronos/UKG) (Required)
  • Analytical and communication skills to translate data into actionable recommendations (Required)
  • Ability to work in a fast-paced, cross-functional environment (Required)
Job Responsibility
Job Responsibility
  • Analyze workforce metrics such as sales-per-labor-hour, scheduling accuracy, and labor performance
  • Monitor labor utilization and communication adjustments needed to support sales goals and operational standards
  • Support weekly forecasting and determine opportunities to align labor demand across stores
  • Monitor intraweek performance and adherence to schedules and budgets
  • Identify and respond to staffing opportunities across all stores
  • Provide real-time updates and recommendations to field leadership
  • Generate daily, weekly, and monthly reporting at the fleet/region and district level
  • Analyze workforce metrics such as sales-per-labor-hour, scheduling accuracy, and payroll performance
  • Provide reporting and insights to senior leadership on workforce efficiency and productivity, identify trends, and recommend process improvements
  • Maintain and optimize the Workforce Management (WFM) system
What we offer
What we offer
  • competitive compensation
  • health and dental insurance
  • 401k retirement savings with company match
  • flex spending account
  • paid personal time off
  • paid company holidays
  • parental leave
  • employee eyewear discount
  • training programs
  • access to educational courses
  • Fulltime
Read More
Arrow Right

Senior Workforce Planning Specialist

Location
Location
Italy , Sesto Fiorentino, Firenze
Salary
Salary:
Not provided
https://www.ikea.com Logo
IKEA
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Being able to understand and embrace the IKEA people promise and people planning principles
  • Good knowledge of the workforce process and how can be executed in the unit
  • Good knowledge of how to implement plans, according to set budgets, business plan priorities and goals
  • Good knowledge of paid and worked hours dimensioning at unit level
  • Good knowledge of determining the existing staffing structure and proposing an ideal to-be contract structure
  • Good knowledge of unit business drivers and tasks and how they align to meeting and improving the customer experience
  • Good knowledge about the rights and obligations of workers and employers
  • Good knowledge of scheduling and time keeping software used in the unit
  • Good knowledge of legal people planning requirements, IKEA employment standards and adherence
  • Good ability to communicate clearly and effectively to different stakeholders and lead them to the organizational goals
Job Responsibility
Job Responsibility
  • Ensure adherence to IKEA employment standards, local legislation, and union requirements that relate to People Planning
  • Lead the partnership with department managers to co-create and post schedules on a timely basis, while aligning with the unit’s hours forecast
  • Apply available tools and relevant data analysis, including staffing structure and employees availability analysis, to secure and improve the people planning process in the unit in coordination with unit HR Team
  • Collaborate with Recruiting team and HR Manager to ensure vacancies are reviewed against defined headcount
  • Support the development and implementation of the digital people planning solutions.
What we offer
What we offer
  • Structured HR processes to support you in your growth (onboarding, training, coaching sessions, internal recruitment opportunities, etc)
  • Wellbeing Offering, including an Employee Assistance Program (EAP) that provides you with immediate and confidential support for any concerns related to your daily life
  • Healthy and affordable food: you will have access to a corporate canteen and will be able to enjoy a complete meal for just over 1€
  • Employee discount: 15% on the purchase of IKEA products for personal use
  • IKEA Vouchers for the most important moments in your life (marriage, cohabitation, birth or adoption of a child)
  • Corporate discounts: you’ll have access to portal dedicated to our co-workers to enjoy discounts for different activities such as travel, leisure, technology and more
  • Bonuses: we believe that everyone's contribution is needed to achieve (and exceed!) our goals. Every year all the co-workers can be rewarded for how we develop our business together.
  • Fulltime
Read More
Arrow Right

Senior Manager, Onboarding

The Senior Manager, Onboarding oversees multiple teams, driving strategic initia...
Location
Location
United States , Chicago
Salary
Salary:
107000.00 - 145000.00 USD / Year
mytennislessons.com Logo
MyTennisLessons
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Proven ability to lead multiple teams and drive operational performance at scale
  • Strong client-facing and executive communication skills, with the ability to influence and align stakeholders
  • Strategic thinker with a focus on process improvement, workflow optimization, and team development
  • Operational management capabilities
  • Advanced analytical skills and ability to interpret data to drive decisions
  • Financial acumen and resource management skills
  • Exceptional stakeholder engagement, influencing, and communication abilities
  • Understanding of industry trends, systems, and organizational best practices
  • Deep knowledge of POS hardware, software, integrations, and network setups
  • Skilled in Agile, Waterfall, or hybrid project management
Job Responsibility
Job Responsibility
  • Lead multiple teams or functional areas, setting direction and driving alignment with organizational strategy
  • Develop leaders and managers, fostering a culture of accountability, collaboration, and high performance
  • Establish workforce plans, talent pipelines, and development strategies to support growth and scalability
  • Drive engagement, inclusion, and professional development across teams
  • Serve as a senior liaison between internal teams, leadership, and client-facing organizations
  • Translate strategic objectives into actionable team goals and priorities
  • Anticipate organizational and client needs, driving proactive solutions that enhance customer experience and operational efficiency
  • Influence cross-functional planning and resource allocation to ensure alignment with business goals
  • Oversee large-scale or complex operations, ensuring delivery against performance, quality, and financial targets
  • Define and track key metrics to evaluate team effectiveness and impact
What we offer
What we offer
  • Medical, Dental and Vision Insurance
  • 401k with company match
  • RSUs
  • Paid vacation, 10 company holidays, sick time, and volunteer time off
  • Employee Resource Groups to build community and inclusion at work
  • Monthly cell phone and internet stipend
  • Tuition reimbursement for up to $2,000 per calendar year to assist with your professional development
  • Fulltime
Read More
Arrow Right

Senior Operations Manager

We are seeking a highly skilled and motivated Senior Operations Manager to lead ...
Location
Location
United Kingdom , Hartlepool
Salary
Salary:
Not provided
necsws.com Logo
NEC Software Solutions
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Proven experience in a senior operational leadership role, ideally within government services, public sector contracts, or similar regulated environments
  • Strong track record of managing managers and large, diverse teams
  • Demonstrable experience in client relationship management, particularly with government or public sector partners
  • In-depth understanding of quality management, compliance frameworks, and operational performance metrics
  • Excellent communication, negotiation, and influencing skills
  • Strong problem-solving and decision-making capability with a focus on outcomes
  • A collaborative leadership style, with the ability to inspire and engage teams
  • Candidates must be able to demonstrate a pre-existing right to work and travel within the UK
Job Responsibility
Job Responsibility
  • Provide strong leadership to Operations Managers, setting clear expectations and holding accountability for performance and service delivery
  • Build a high-performing, motivated workforce by creating a positive, supportive, and inclusive team culture
  • Ensure high levels of staff engagement, retention, and productivity across all divisions
  • Oversee day-to-day delivery of entitlement services, ensuring high utilisation of resources and consistent achievement of service level agreements (SLAs)
  • Monitor and drive operational efficiency, process improvement, and standardisation across service lines
  • Anticipate operational challenges and develop proactive solutions to mitigate risks
  • Act as a senior point of contact for client organisations, building trusted relationships with local and central government partners
  • Ensure client requirements are understood, interpreted, and consistently delivered to a high standard
  • Provide clear communication and reporting to both internal stakeholders and external partners
  • Ensure strict adherence to compliance requirements, contractual obligations, and regulatory frameworks
What we offer
What we offer
  • Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
  • 25 days paid holiday with the option to buy/ sell
  • 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
  • A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
  • A fantastic selection of flexible benefits to suit your individual needs
  • Invaluable employee assistance programme
  • All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects
  • Fulltime
Read More
Arrow Right
Welcome to CrawlJobs.com –
Your Global Job Discovery Platform
At CrawlJobs.com, we simplify finding your next career opportunity by bringing job listings directly to you from all corners of the web. Using cutting-edge AI and web-crawling technologies, we gather and curate job offers from various sources across the globe, ensuring you have access to the most up-to-date job listings in one place.
Jobs by Category
Art and Entertainment Jobs Banking Jobs Call Center Jobs Construction Jobs Consulting Jobs Customer Service Jobs Education Jobs Energy Jobs Finance Jobs Gastronomy Jobs Health and Beauty Jobs Hospitality and Tourism Jobs Human Resources Jobs Insurance Jobs IT - Administration Jobs IT - Software Development Jobs Legal Jobs Logistics Jobs Manufacturing Jobs Marketing, Digital Marketing, SEO, SEM Jobs Media Jobs Nursing Jobs Office Administration Jobs Pharmacy Jobs Physical Work Jobs Public Relations Jobs Public Sector Jobs Purchasing Jobs Quality Control Jobs Real Estate Jobs Research and Development Jobs Sales Jobs
Job Positions Jobs by Country
United States Jobs United Kingdom Jobs India Jobs Canada Jobs Australia Jobs Poland Jobs Ireland Jobs Spain Jobs
Company
Blog About Us Contact
Follow Us
Facebook
X (Twitter)
LinkedIn
Instagram
© 2025 CrawlJobs Ltd. All Rights Reserved
Terms & Conditions Privacy Policy