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Workforce Analyst

On-site in Madrid·Full-time·Added yesterday (last checked 27 Oct)

Servinform

66 open roles

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Our summary

Work mode: On-site, Madrid
Contract: Fixed-term, full-time hours
Experience: 2+ years

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Skills

This job advert was originally written in Spanish.

Requirements

What we're looking for

- At least 2 years of experience in WFM planning or staffing dimensioning in a Contact Center.

- Knowledge of the main operational indicators: service level, abandonment, AHT, occupancy, adherence, and absenteeism.

- Knowledge of the Erlang C model for calculating staffing needs.

- Advanced level of Excel, including pivot tables, formulas, and data processing.

- Experience with WFM tools, such as Genesys, NICE, Verint, or Calabrio.

Nice to have

- Education in Statistics, Mathematics, Engineering, Business Administration, Economics, or similar disciplines.

- Knowledge of Power BI, Power Query, or SQL.

- Experience in multiskill, multichannel, or 24/7 coverage environments.

- Experience in the financial sector.

Pay & benefits

What you'll get

Full-time
Schedule flexibility: 08:00 - 17:00 or 09:00 - 18:00
Salary conditions according to candidate contribution
Contact Center Collective Agreement
Temporary contract of 3 - 6 months
Work center located in Madrid

**No sector of our society can be understood without equality between men and women, as well as the integration of people with disabilities. That is why, at Grupo Servinform, we approach equality and diversity as an elemental factor for social progress, working day by day to achieve this objective.**

The role

We are a consolidated professional services company, made up of more than 6,000 professionals collaborating with more than 1,500 companies in areas such as customer service, administrative management, marketing, document processing, telecommunications, technology, and social media.

Currently, we are looking to incorporate a Planning and Workforce Management (WFM) Technician into our team. The selected person will be responsible for analyzing demand and translating activity forecasts into staffing, shift, and coverage needs, monitoring planning, and proposing adjustments that contribute to improving operational efficiency and guaranteeing service levels. Likewise, they will participate in the dimensioning of new services and in the review of commercial proposals.

What you'll do

Forecast call demand and other contacts in the short and medium term.
Dimension staffing needs by service, time slot, and required skills.
Design and plan shifts, breaks, and coverage to guarantee established service levels.
Compare planned scheduling with actual activity, identify deviations, and propose corrective measures.
Prepare planning reports and indicators that facilitate activity monitoring and decision-making.
Simulate scenarios in the face of variations in contact volume, schedules, and average handling times (AHT).
Review and update the data, hypotheses, and parameters used in planning models.
Coordinate with Operations teams to adapt resources to the needs of each service.
Collaborate in the dimensioning of new services, the preparation of commercial offers, and the review of the operating conditions of existing services.