Strategic Workforce & Routing Architect

bsport; Barcelona; Hybrid; EUR 42,000 - 65,000; Full time

Benefits offered by this job

Remote day per week

Extra vacation days (15)

Summer Fridays

International team

Health insurance

Job summary

bsport is hiring for a workforce planning role in Barcelona, Spain. You will manage forecasts, rosters, and routing to ensure optimal staffing and high service levels across multilingual support channels.

You should have 2+ years in workforce management or similar roles, with hands-on Intercom or Zendesk experience and strong analytical skills. English fluency is required, with multi-language support considered a plus.

Qualifications

• 2+ years of experience in workforce management or support operations.
• Hands-on experience with Intercom, Zendesk, or similar tools.
• Strong analytical skills and data-driven planning.

Responsibilities

• Forecast volume by day, hour, channel, and language to optimise staffing.
• Create and manage rosters including weekend coverage and holidays.
• Set up routing, queues, and automation to improve service levels.
• Monitor live metrics and escalate when needed.

Skills

Forecasting

Scheduling

Analytics

English communication

Tools

Intercom

Zendesk

Excel/BI

Job description

bsport is hiring for a workforce planning role in Barcelona, Spain. You will manage forecasts, rosters, and routing to ensure optimal staffing and high service levels across multilingual support channels.

You should have 2+ years in workforce management or similar roles, with hands-on Intercom or Zendesk experience and strong analytical skills. English fluency is required, with multi-language support considered a plus.