Location: Barcelona, Spain

Employment Type: Full-time

Remuneration: Base salary

Duties And Responsibilities

Monitor & Analyze: Oversee real-time call center operations to ensure optimal staffing levels and that service level targets are consistently met.

Real-Time Adjustments: Make immediate scheduling changes based on fluctuating call volume, agent availability, and other operational factors to maintain efficiency.

Performance Tracking: Track, measure, and report on key performance metrics such as service levels, occupancy, and agent adherence to schedules.

Effective Communication: Work closely with team leaders and managers, providing insights and recommendations on performance trends and necessary schedule modifications.

Data-Driven Insights: Support the Workforce Management team by preparing and analyzing detailed reports on real-time performance, trends, and potential process improvements.

Proactive Planning: Assist in forecasting staffing requirements and preparing schedules for upcoming shifts to maintain service excellence.

Process Improvement: Continuously evaluate and enhance workforce scheduling processes to increase efficiency and effectiveness.

Requirements

Language Skills: Native or fluent in English (C1 level) with strong verbal and written communication skills.

Experience: Minimum 2 years in a call center environment, including at least 1 year in workforce management or a similar role.

Technical Proficiency: Familiarity with workforce management processes such as staffing projections, scheduling, and service level optimization.

Software Knowledge: Strong proficiency in Google Suite (Sheets, Slides) and MS Office (Word, Excel) for data analysis and reporting.

Legal Compliance: Good understanding of local labor laws and regulations related to workforce management and scheduling.

Problem-Solving Skills: Ability to make quick, data-driven decisions, apply sound judgment, and efficiently allocate resources in a fast-paced environment.

What We Offer

Flexible Work Schedule: Rotating shifts, 5 days a week (Monday-Friday).

Private Health Insurance: Provided after the probation period for added security and peace of mind.

Multicultural Work Environment: Be part of a dynamic, diverse team in an exciting international setting.

Healthy Lifestyle Perks: Enjoy regular fruit deliveries and free drinks to keep you energized.

Employee Wellness Benefits: Access exclusive discounts on fitness centers, restaurants, and beauty care services.

Department: Operations

Location: Barcelona, Spain

Interested? Apply today and take the next step in your career!