Workforce Planning Specialist

Konecta; España; Híbrido; EUR 32.000 - 42.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Permanent contract

Multicultural environment

Modern workplace

Training opportunities

Hybrid working model

Descripción de la vacante

Konecta is seeking an experienced Workforce Manager in Barcelona to optimize scheduling, allocate resources, and monitor performance. The role requires native or bilingual French and English proficiency, with Spanish also in demand, and a focus on data-driven decisions.

You will join a multicultural team, work in a hybrid setup after an initial period, and contribute to service excellence through precise planning and continuous improvement.

Formación

• 1–5 years of experience in workforce scheduling management.
• Ability to manage a large number of employees, efficiently organize schedules, and handle unexpected situations.
• Proficient with scheduling tools and call center software, e.g., Workforce Management, Excel.
• Fluent in French, English and Spanish at advanced level.
• Strong communication skills, both verbal and written.
• Autonomy and responsiveness in a dynamic environment.
• Analytical skills to analyze data related to agent activity and improve schedule management.

Responsabilidades

• Prepare schedules for operators based on call volumes, agents' skills, and legal/operational constraints.
• Optimize resource management according to activity forecasts and operational needs.
• Analyze team performance and adjust schedules to maximize efficiency while respecting quality requirements and customer expectations.
• Collaborate with production managers to anticipate activity peaks and adjust resources in real time.
• Detailed reporting and summaries of scheduling data for operational teams and management.
• Monitor absences and holidays to ensure service continuity and avoid understaffing.
• Ensure compliance with labor legislation and sector collective agreements.
• Implement continuous improvement solutions regarding schedule management and production management.

Conocimientos

Experience scheduling

Organizational skills

Scheduling tools

French language

English language

Spanish language

Communication skills

Autonomy

Analytical skills

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 business model. 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 than 500 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 are a company committed to equal opportunities for women and men, and we firmly promote equity across all our positions.

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.