Strategic Workforce Manager — Real-Time Ops & Analytics

Jobgether; Málaga; Presencial; EUR 50.000 - 68.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible remote

Paid time off

Healthcare coverage

Parental leave

Mental health support

Retirement plan

Flexible spending account

Life insurance

Wellness allowance

Home office support

Professional development

Team culture

Descripción de la vacante

Jobgether, partnering with a Spain-based employer, is seeking a Workforce Manager to optimize staffing and performance across multi-channel support. You will oversee forecasting, scheduling, real-time adherence, and AI-assisted tools to ensure service levels meet objectives.

In a remote-first environment, you’ll collaborate with support leadership to drive efficiency, scale operations, and continuously improve customer experiences through data-driven insights and best practices.

Formación

• 4+ years in workforce management, contact center ops, or similar.
• Experience building forecasts, schedules, and capacity plans for support operations.
• Strong real-time queue management and intraday performance monitoring skills.
• Advanced analytical skills to translate data into operational recommendations.

Responsabilidades

• Develop and maintain workforce forecasts using historical trends and performance data.
• Create and manage schedules across customer support channels.
• Monitor real-time adherence, occupancy, utilization, and queue performance with intraday adjustments.
• Oversee routing, escalation workflows and channel configurations to optimize flow.
• Track WFM metrics and provide actionable leadership insights.
• Monitor AI-assisted support tools and identify optimization opportunities.
• Maintain dashboards, reporting frameworks, and documentation for decision-making.
• Collaborate with support leaders to improve staffing and productivity.
• Identify operational bottlenecks and support continuous improvement.

Conocimientos

Forecasting

Scheduling

Queue management

Data analytics

Excel

Google Sheets

SQL

AI tools

Stakeholder management

Analytical thinking

Herramientas

Excel

Google Sheets

SQL

Descripción del empleo

Jobgether, partnering with a Spain-based employer, is seeking a Workforce Manager to optimize staffing and performance across multi-channel support. You will oversee forecasting, scheduling, real-time adherence, and AI-assisted tools to ensure service levels meet objectives.

In a remote-first environment, you’ll collaborate with support leadership to drive efficiency, scale operations, and continuously improve customer experiences through data-driven insights and best practices.