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Workforce Management Manager

On-site in Madrid·Full-time·Added 5 days ago

ILUNION

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Overview

Job details

Permanent contract
Full-time hours.

Requirements

Have the right to work in Spain
No sponsorship mentioned, and this kind of work is rarely sponsored in Spain.
Work on-site in Madrid
No relocation package mentioned.
Have 2+ years of experience
Junior-level role.

This job was automatically translated to English.

Pay & benefits

What you'll get

Permanent contract.
Full-time, 39 hours.
Salary according to the Contact Center collective agreement.
Immediate start following selection.
Flexible working day from Monday to Friday, with a split shift from Monday to Thursday.

Requirements

What we're looking for

At least 2 years of experience in WFM or Contact Center planning.
Advanced Excel.
Proficiency in Genesys, NICE, Verint, Calabrio, or similar tools.
Experience in forecasting, dimensioning, and KPI management.
Analytical, organized, decisive profile oriented toward results.

The role

Workforce Management | Workforce Management and Resource Planning Manager

Do you have experience in Contact Center planning and are you passionate about transforming data into decisions?

We are looking for a Workforce Management Manager to help us anticipate needs, optimize resources, and improve the efficiency of our services.

What you'll do

Lead forecasting, dimensioning, and planning processes.
Monitor productivity, occupancy, adherence, absenteeism, and other KPIs.
Detect deviations and propose improvement plans.
Analyze costs, revenue, margins, and profitability.
Create capacity and cost scenarios to facilitate decision-making.
Participate in business cases, offers, and transformation processes.
Prepare reports for Management and ensure data reliability.

About ILUNION

ILUNION is a Spanish business group owned by ONCE Foundation, operating across multiple sectors including hotels, security, cleaning, laundry services, elderly care, and accessibility solutions. With over 35,000 employees, the group is one of Spain's largest employers of people with disabilities, integrating social commitment into its business model. Its hotel division, ILUNION Hotels, manages a portfolio of urban and resort properties across Spain, while other business units provide facility services, textile care, and senior living solutions.

ILUNION has a strong presence throughout Spain, with offices and operational centers in Madrid, Barcelona, Seville, Valencia, and many other cities. The company is deeply committed to social inclusion, with a workforce where over 40% of employees have disabilities. For international professionals, ILUNION offers a unique opportunity to work in a purpose-driven organization that values diversity and inclusion, with roles ranging from hotel operations to healthcare and technical positions. The company provides a supportive work environment and is actively involved in creating accessible and inclusive workplaces.

Industry: Hotels
Founded: 2014
Employees: 50,000+
Headquarters: Madrid, Spain
In Spain: Madrid, Barcelona, Seville and 7 more
Website: ilunion.com

Good to know if you are moving

ILUNION is a social enterprise that employs over 40% of its workforce from people with disabilities, making it a leader in inclusive employment in Spain.
The company operates in multiple sectors including hotels, security, cleaning, laundry, and senior care, offering diverse career opportunities.
ILUNION has a strong commitment to accessibility and innovation, with a dedicated business unit for accessibility solutions.
The company is part of the ONCE Foundation, one of the most prominent social organizations in Spain, providing stability and a strong corporate culture.
ILUNION offers roles across Spain, from major cities like Madrid and Barcelona to smaller towns, providing opportunities in various regions.

All open roles at ILUNION