Publicada: 05.11.2024. Actual hasta: 25.11.2024 Customer Service Workforce Specialist (Full remote within Spain)We are looking for an experienced and proactive Workforce Specialist to join our team!
As a Workforce Specialist you will work together with the rest of Operations team, Human Resources and other cross-functional teams to forecast the staff needs, filling the requirements for each line of business, as well as liaising with the training team to ensure that the current workforce has the skills and training needed to fulfil the operational needs of the different projects.
As part of your responsibilities, you will also be in charge of creating a scheduling process to ensure that our operation is covered for each line of business, taking into consideration any leave of absence, planned or unforeseen. Besides, you will be in charge of making the necessary daily adjustments to customer service agents' workloads to ensure that no backlog accumulates.
Requirements 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.Linguistic Skills: Spanish & English: Professional fluency. Other languages are a plus.Technical knowledge needed: 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.Benefits Top-notch private health insurance — includes dental and psychological servicesFull-time, permanent contractFlexible time off, no blackout dates, plus your birthday, Christmas' Eve and New Year's Eve offRemote work OR come into the office if you prefer!Flextime (7 – 9:30 a.m. / 3:30 – 7:30 p.m)35-hour week in July and August (free afternoons here we come!)Enhanced career path designed just for youExternal training budgetSounds good? Apply now! We're looking forward to getting to know you.
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