Workforce Analyst, Workforce Management

JR Spain; Barcelona; Presencial; EUR 35.000 - 55.000; Jornada completa

Descripción de la vacante

An established industry player is seeking a Workforce Analyst to enhance service levels and operational efficiency. In this role, you will be responsible for monitoring call volumes and staffing, ensuring adherence to schedules, and performing root cause analysis to address issues. Your analytical skills will be crucial in providing trend analysis on performance metrics and optimizing resource allocation. Join a dynamic team focused on delivering world-class support and fostering positive interactions with partners. If you thrive in a fast-paced environment and are passionate about workforce management, this opportunity is perfect for you.

Formación

• 2+ years in Workforce Management or 3+ years in Project Management and Business Analysis.
• Excellent analytical, mathematical, and communication skills.

Responsabilidades

• Monitor call volume and staffing levels, making adjustments as needed.
• Coordinate with outsourced service providers to meet performance standards.
• Provide trend analysis and reporting on call performance and productivity.

Conocimientos

Analytical Skills

Communication Skills

Project Management

Mathematics

Educación

Bachelor's Degree

Herramientas

Microsoft Advanced Excel

Workforce Management Systems (EWFM, IEX)

Descripción del empleo

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Workforce Analyst, Workforce Management, Barcelona

Client:

Amazon Spain Services, S.L.

Location:

Barcelona, Spain

Job Category:

Other

EU work permit required:

Yes

Job Reference:

324386150013311385632460

Job Views:

8

Posted:

31.03.2025

Expiry Date:

15.05.2025

Job Description:

A Bachelor’s degree or higher, with 2+ years in Workforce Management (WFM) or 3+ years in Project Management and Business Analysis experience. Excellent analytical, mathematical, written, and verbal communication skills are required to effectively interface with staff, management, and various internal and external customers.

Job Summary: As a Workforce Management (WFM) Analyst, you will monitor all issues impacting service levels, take preventive and corrective actions, perform root cause analysis, and notify support teams as needed. You will ensure all SLAs are met through operational oversight, evaluating schedule adherence, system outages, and productivity impacts. The role involves real-time problem solving and immediate intervention.

Key Job Responsibilities:

• Monitor intraday call volume and staffing levels across multiple locations, responding to periods requiring remediation (e.g., schedule adjustments, overtime).
• Record, escalate, and respond to schedule adherence impacts, including tardiness and absenteeism.
• Coordinate daily with outsourced service providers to meet staffing performance standards.
• Adjust routing schemes and realign resources to optimize coverage based on skills and priorities.
• Recognize system outages, escalate issues, and initiate problem tickets to maintain service levels.
• Maintain accurate attendance and time-off records via Workforce Management systems.
• Provide trend analysis and reporting on call performance, arrival patterns, staff productivity, attrition, and resource allocation.

About the Team: The Selling Partner Support (SPS) Organization at Amazon aims to support sellers, vendors, and brand owners by providing world-class support, technical assistance, and account management. We focus on predicting customer needs, creating self-help tools, and fostering positive interactions to help partners grow their businesses.

Qualifications:

• Proficiency in Microsoft Advanced Excel.
• 2+ years experience with workforce management systems such as EWFM or IEX.