Senior WFM Capacity Planner with English

Are you passionate and focused on WFM and have deep experience in dynamic environments where things often change? If this sounds like you, get in touch!

We are looking for a proactive and analytical Capacity Planner to join one of our clients, a fast-growing digital identity technology provider! They are looking for someone to join the Workforce Management team, and be instrumental in predicting and planning staffing needs to match business demands in a dynamic, multi-channel setting. You will play a crucial role in building long-term capacity models, streamlining resource distribution, and enhancing operational performance across various regions and departments. Don’t miss out on this and apply now!

Languages

• Full professional level of English

Main Responsibilities

• Build and maintain comprehensive long-term capacity models using historical data and business forecasts
• Analyze factors like seasonality and market trends to predict future demand and staffing needs
• Lead the creation of accurate workforce forecasts across regions and channels
• Use advanced analytics for staffing and demand forecasting, and continuously refine models to reflect real-time data
• Optimize resource allocation (FTE, part-time, contingent workers) to balance demand, costs, and service quality
• Create scalable plans to handle growth, turnover, and training needs, addressing staffing gaps as needed
• Monitor workforce performance against forecasts and provide insights to senior management
• Maintain metrics and KPIs to track resource use and operational efficiency
• Collaborate with operations, finance, HR, and recruitment to align on workforce needs and strategies
• Mentor junior WFM team members on best practices in capacity planning and lead improvements 
• You will report to the Workforce Manager

Core Skills/experience

• 5+ years of experience in WFM, capacity planning or operations planning in a multi-channel, complex operational environment
• Expertise in developing and managing capacity models for large-scale operations, preferably in contact centers or similar environments
• Solid understanding of demand forecasting, resource allocation, workforce planning principles, and working closely with stakeholders to meet SLAs while optimizing cost efficiency
• Experience with WFM tools (Verint, NICE, Genesys, etc) 
• Strong Excel skills (pivot tables, macros, complex formulas)
• Experience with data analytics and reporting tools (Power BI, Tableau, Looker, SQL) to drive capacity planning insights
• Excellent communication skills, with the ability to present complex data and insights to senior leadership
• Ability to adapt to changes quickly
• Proactivity, problem-solving attitude, strong analytical and critical thinking

What’s on offer

• Permanent contract
• Competitive salary
• Hybrid model (3 days at the office per week). Office located in Poblenou
• A fast-growing company with good opportunities to keep learning and developing
• An international, dynamic, and creative environment
• Great working atmosphere
• Other interesting benefits

Our recruitment process

• Step 1: Interview with our Recruiter to get to know you and your experience 
• Step 2: Interview with the Workforce Manager
• Step 3: Business Case
• Step 4: Interview with the Ops Director