Workforce Planning Specialist.

Konecta; Madrid; Híbrido; EUR 28.000 - 42.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Permanent contract

Hybrid working model

Training opportunities

Equal opportunities

Descripción de la vacante

Konecta is seeking an experienced Workforce Manager to join our Barcelona team. Lead scheduling, resource allocation, and performance monitoring to ensure service quality and efficiency across operations.

You will analyze data (attendance, productivity) to adjust schedules, coordinate with production managers, and report to management. The role offers a hybrid working model after an initial period and training opportunities for professional growth.

Formación

• Minimum 1–5 years in workforce scheduling management.
• Strong organizational skills to manage many employees.
• Proficient in scheduling tools and call center software.
• Fluency in French, English and Spanish required for teams and management communication.
• Excellent verbal and written communication and responsiveness.
• Ability to make quick decisions in a dynamic environment.
• Analytical ability to interpret attendance and productivity data to improve cycles.

Responsabilidades

• Prepare operator schedules considering call volumes, skills, and constraints.
• Optimize resource management based on forecasts and needs.
• Analyze team performance and adjust schedules to maximize efficiency while meeting quality and customer expectations.
• Collaborate with production managers to anticipate peaks and allocate resources in real time.
• Provide detailed reporting and scheduling data summaries for teams and management.
• Monitor absences and holidays to ensure service continuity.
• Ensure compliance with labor laws and sector collective agreements.
• Implement continuous improvement solutions for schedule and production management.

Conocimientos

Scheduling management

Analytical skills

Communication

Autonomy

Adaptability

Fluent French

Fluent English

Fluent Spanish

Herramientas

Workforce Management

Excel

Descripción del empleo

WHO WE ARE

Konecta is a leading innovative global service provider in customer management business processes and digital outsourcing, with 120,000 passionate employees working in 30 languages across 4 continents and 26 countries. Focusing on the unique needs and opportunities of each industry, Konecta offers a full range of end-to-end customer management solutions - including acquisition, retention, customer service, technical support, and collection - all based on a sustainable businessmodel. These services are built on a portfolio of world-class expertise covering customer experience and process management, digital solutions and cutting-edge technologies. Headquartered in Madrid, Konecta delivers global revenues of €2 billion with more than500 clients, covering some of the biggest names in telecoms, energy, banking, mobility, retail, and e-commerce.

MISSION OF THE ROLE

We are looking for an experienced WFM with native or bilingual French and English proficiency to join our team in Barcelona! You will play a crucial role in optimizing workforce efficiency by ensuring accurate planning, resource allocation, and performance monitoring. Your ability to analyze data, anticipate operational needs, and implement effective workforce strategies will directly contribute to service quality, operational performance, and overall business success.

RESPONSIBILITIES

• Preparation of schedules for the operators: taking into account call volumes, agents' skills, and legal and operational constraints.
• Optimization of resource management according to activity forecasts and operational needs.
• Analysis of team performance and adjustment of schedules to maximize efficiency while respecting quality requirements and customer expectations.
• Collaboration with production managers to anticipate activity peaks and adjust resources in real time.
• Detailed reporting and summary of scheduling data for operational teams and management.
• Monitoring of absences and holidays to ensure service continuity and avoid understaffing situations.
• Compliance with labor legislation (working hours, breaks, public holidays, etc.) and compliance with the sector's collective agreements.
• Implementation of continuous improvement solutions regarding schedule management and production management.

REQUIREMENTS

• Experience: Minimum 1 to 5 years of experience in workforce scheduling management.
• Organizational skills: Ability to manage a large number of employees, efficiently organize schedules, and handle unexpected situations.
• Tool proficiency: Good knowledge of scheduling management tools and software dedicated to call center management (e.G., Workforce Management, Excel).
• Languages: Fluency in French, English, and Spanish (advanced level required to communicate with teams and management).
• Communication: Excellent verbal and written communication skills, both to interact with teams and to report activity to management.
• Autonomy and responsiveness: Ability to make quick decisions and adapt to a dynamic environment.
• Analytical skills: Ability to analyze data related to agent activity (attendance rate, productivity, etc.) and conclude to improve schedule management.

WE OFFER

• A permanent contract.
• A multicultural and positive environment.
• A modern and pleasant workplace.
• Training opportunities throughout the year, as we aim to support our talents in their professional development.
• A hybrid working model after an initial period.

We are a company committed to equal opportunities for women and men, and we firmly promote equity across all our positions.