Care Operations Specialist – Workforce & AI Routing

bsport; Barcelona; Hybride; EUR 40 000 - 60 000; Plein temps

Avantages offerts par ce poste

AI tools budget

Health benefits (Alan/DKV)

Wellhub access

Flexible pay options

Office on Passeig de Gràcia

Résumé du poste

bsport, a wellness tech platform, seeks a Workforce Planner to manage forecasts, schedules, and support routing across a multi-language team. You will optimize capacity, ensure service levels, and automate routing to improve efficiency.

You will work closely with a European team, contributing to weekend rotations, holidays and ensuring a seamless handoff at every stage. English fluency is essential; multi-language support is a plus.

Qualifications

• 2+ years of experience in workforce management, support operations or similar planning roles.
• Experience with Intercom, Zendesk or similar tools and setting up rules.
• Strong analytical skills with spreadsheets and forecasting abilities.

Responsabilités

• Plan volume forecasts by day, hour, channel and language, including new-hire ramp-up.
• Create and manage weekly rosters including weekend rotations and holidays.
• Define and maintain routing rules, language routing, and escalation paths to Level 2.
• Monitor live response times and backlog and trigger alerts to Team Leads.
• Design and implement Intercom automations to reduce manual work.

Connaissances

Workforce management

Support operations

Forecasting

Data analysis

English fluency

Multilingual support

Outils

Intercom

Zendesk

Description du poste

At bsport we empower the Wellness Industry with an all-in-one platform that combines boutique fitness and advanced technology. Our platform enables our partners to manage their bookings, payroll, marketing and more, to streamline operations and boost their commercial success. Join bsport at one of the most exciting stages of its journey: backed by €30 million in funding, the company is accelerating its international expansion and redefining the future of fitness and wellness tech.

The role

You’ll ensure the right people are handling the right conversations at the right time by managing forecasts, schedules, weekend rotations, and support routing. You’ll use data and automation to optimise team capacity, keep service levels on target, and ensure clear, reliable routing processes across the support team.

What you will own

1. Planning

   • Volume forecast by day, hour, channel and language, including Fin volumes and the ramp-up of new hires; Level 2 is covered as well.

   • Rota for weekdays and the weekend rotation (at least 2 people on every weekend day), holidays and absences.

2. Routing

   • Intercom queues, assignment rules and language routing.

   • Fin handoff rules: every handoff lands with a person, never in an empty inbox.

   • Escalation paths to Level 2 (billing, payment cases, app, quality and bugs).

3. Service levels

   • Live monitoring of response times and backlog; alerts to Team Leads.

   • Daily sweep of unassigned and unanswered conversations.

4. Automation

   • Intercom automations, tags and views that remove manual work.

You would be great fit if you have

• Relevant experience: 2+ years of experience in workforce management, support operations, or a similar planning role.

• Support platform expertise: hands-on experience with Intercom, Zendesk, or similar tools, including setting up rules, managing queues, and configuring automations.

• Strong analytical skills: You’re confident working with spreadsheets, analysing data, and building forecasts to support effective planning and decision-making.

• Language skills: You’re fluent in English and comfortable communicating clearly with different stakeholders.

• Nice to have: Multi-language support operations; excel or BI tools.

What We Offer

• AI-powered, from day one Your own Claude account and a monthly AI tools budget.
• Your health comes first Alan health insurance fully covered by bsport · DKV dental · mental health support · paid sick leave.
• Move like the people we serve Wellhub access to thousands of gyms, studios and wellness apps.
• Get more from your pay Alan Flex: pay meals, transport and nursery from your gross salary, tax-free.
• A great place to work, live and connect Office on Passeig de Gràcia · 1 remote day/week + 15 extra days/year · Summer Fridays in August · an international team across Europe, the US and APAC.

The hiring process

• Introduction call with Charlotte, talent acquisition
• First interview with Lucie, CSM Enablement
• Second interview with Rachel,Team leader customer care
• Third interview with Taninna, Head of CSM

We believe diversity makes us stronger and are committed to creating an inclusive workplace where everyone can do their best work.

If you require accommodations during the application or interview process, please inform us.