Responsable Transformación Digital

Are you looking to be part of a forward-thinking company that values innovation, teamwork, and personal growth? Our client is a well-established global player known for delivering exceptional customer experiences and cutting-edge solutions. We are on the lookout for a talented and motivated individual to join our dynamic team in Barcelona. If you are passionate about workforce management and thrive in a fast-paced, multicultural environment, this is your opportunity to shine!

Key Languages :

1. Full Proficiency in English

Main Responsibilities :

1. Communicate challenges to Operations leaders
2. Generate and evaluate reports on shrinkage, adherence, and attendance to optimize performance.
3. Continuously seek opportunities to refine processes and increase effectiveness.
4. Provide feedback and guidance to Workforce Analysts on the team to improve performance and foster development
5. Identify trends and propose improvements to enhance operational efficiency.

Core Skills / Experience :

1. Experience of at least 2 years in a contact center environment, and a year of workforce management experience
2. Excellent verbal and written communication in English, C1 level
3. Proficiency in Google Suite (Sheets, Slides) and Microsoft Office (Excel, Word)
4. Understanding of WFM principles, including scheduling, staffing projections, service level tracking, and performance metrics is preferred
5. Familiarity with local labor laws related to scheduling and workforce management is a plus

What's on offer :

1. Private health insurance after the probation period
2. Daily meal allowance from day one
3. Career development opportunities within an expanding international organization
4. Exclusive discounts on gym memberships, restaurants, beauty services, and more
5. A vibrant and international atmosphere, complete with leisure spaces featuring PlayStation, table tennis, and more.

Our recruitment process :

1. Step 1 : Interview with one of our recruiters
2. Step 2 : Interview with HR
3. Step 3 : English test
4. Step 4 : Interview with the Hiring Manager
5. Step 5 : Final call