WFM & Routing Specialist — Forecasting & Automation

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

Avantages offerts par ce poste

Claude account budget

Health insurance

Dental

Mental health support

Paid sick leave

Wellhub access

Tax-free benefits (Alan Flex)

Remote day per week

Summer Fridays

Global team across Europe/US/APAC

Résumé du poste

bsport is hiring for a Workforce Management/Support Operations role in Barcelona. You will forecast volume, manage schedules, and optimise routing across Intercom queues with a focus on service levels and automation.

You will coordinate Level 2 escalations and keep performance metrics on target within a fast-growing wellness tech platform. The role requires 2+ years in planning, strong data analysis, and English fluency, with nice-to-have multi-language capabilities.

Qualifications

• 2+ years in workforce management, support operations or similar planning roles.
• Hands-on experience with Intercom, Zendesk or similar tools.
• Strong analytical skills; able to build forecasts and support planning decisions.
• Fluent in English and able to communicate clearly with stakeholders.
• Nice to have: multi-language support operations; Excel or BI tools.

Responsabilités

• Plan and forecast volume by day, hour, channel and language; manage rota and holidays.
• Configure routing rules, queues and language routing; ensure escalations to Level 2.
• Monitor live SLAs and backlog; perform daily sweeps of unassigned conversations.
• Leverage Intercom automations and views to reduce manual work.

Connaissances

Forecasting

Scheduling

Data analysis

English fluency

Communication

Outils

Intercom

Zendesk

Description du poste

bsport is hiring for a Workforce Management/Support Operations role in Barcelona. You will forecast volume, manage schedules, and optimise routing across Intercom queues with a focus on service levels and automation.

You will coordinate Level 2 escalations and keep performance metrics on target within a fast-growing wellness tech platform. The role requires 2+ years in planning, strong data analysis, and English fluency, with nice-to-have multi-language capabilities.