The English-language job board for Spain

Workforce Management (WFM) Analyst – Contact Center

On-site in Madrid·Full-time·Added today (last checked 3 Nov)

Servinform

67 open roles

Apply

Our summary

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

Visa options

The ad doesn’t mention sponsorship
Not a refusal, but not a yes. Worth asking in your first message.

Find jobs with visa support

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

The role

Currently, for Diagonal Company, we are looking to hire a Planning and Workforce Management (WFM) Analyst, with experience in Contact Center environments and analytical capacity to transform activity data into planning decisions.

Their mission will be to guarantee adequate resource planning, anticipating the needs of each service and optimizing the relationship between sizing, operating costs, and service levels. To this end, they will work on demand forecasts, sizing models, and shift planning, performing continuous monitoring of results and proposing improvements that allow resources to be adapted to actual activity.

What you'll do

Forecasting and demand analysis: prepare short- and medium-term contact volume forecasts, identifying trends and behavior patterns.
Resource sizing: calculate staffing needs by service, time slot, and skill profile, taking into account service level and occupancy objectives.
Shift planning: transform sizing needs into proposals for schedules, breaks, and coverage that optimize team availability.
Monitoring and control: compare planning with actual activity, analyze deviations, and propose adjustments to anticipate possible operational incidents.
Scenario analysis: perform simulations in response to changes in volumes, schedules, average handling times (AHT), or service conditions.
Reporting and continuous improvement: prepare monitoring dashboards and planning reports, analyze indicators, and update working models and hypotheses.
Business support: collaborate with Operations in resource optimization and participate in the sizing of new services, commercial offers, and capacity reviews.

About Servinform

Industry: Business Process Outsourcing

In their own words

About the company & team

Grupo Servinform: we are a company specialized in the provision of professional services, with more than 6,000 professionals and more than 1,500 clients. We work in areas such as customer service, administrative management, digital marketing, technology, and process transformation.

Additional information

**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.**

All open roles at Servinform