Workforce Specialist

• Analyze current and past inflow and outflow volumes, backlog accumulation, productivity and other relevant metrics impacting the results of the project operations
• Defining new KPIs linked to staffing, agent productivity and occupancy
• Working 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
• A great focus on attention to detail with the ability to multitask in a target-driven and fast-paced organization
• Understanding of different Customer Service indicators linked to productivity and the ability to design new KPIs to ensure improvement
• 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
• Able to thrive in a fast-paced working environment: you can think on your feet while reacting to a wide range of issues, and maintain recurrent reports aiming to give visibility to different stakeholders of the 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 on a daily basis to ensure that deviations in the forecast are overcome and no backlog is accumulated
• Assist in defining the strategy to improve, among Customer Service Agents, productivity indicators that have a direct impact on workforce planning (AHT, occupancy, etc)
• Properly communicate with different teams (Product, Human Resources etc) to foresee any action that may impact the current forecast model and adjust it accordingly

• Bachelor’s Degree in technical fields or equivalent relevant work 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
• Spanish: Professional fluency
• English: Professional fluency
• 3-4 years of progressive experience in the field of 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 visualisation tools
• Knowledge of different staffing models, considering complex queuing systems across various lines of business and blended activities

Other languages are a plus

• Flexible career path with personalized internal training and an annual budget for external learning opportunities
• Flexible schedule with flextime (7 - 9:30 a.m. start, 3:30 - 6 p.m. end)
• Option of working full remote or from our Barcelona office
• Free Friday afternoons with a 7-hour workday
• 35-hour workweek in July and August
• Competitive salary
• Full-time permanent contract
• Top-tier private health insurance (including dental and psychological services)
• 25 days of vacation plus your birthday off
• Flexible vacation options—no blackout days
• Office in Barcelona complete with free coffee, fresh fruit, snacks, a game room, and a rooftop terrace with stunning Mediterranean views
• Ticket restaurant and nursery vouchers, paid directly from your gross salary