Workforce Manager
$35,640–$43,200 year
Hybrid · Barcelona, Catalonia, Spain
Job Summary
Workforce Manager responsible for forecasting, planning, and scheduling of customer service operations. Build accurate forecasts and schedules aligned to demand; analyze KPIs such as service levels and occupancy to identify improvements; collaborate with Team Leads and Customer Service Management; deliver clear reports and actionable recommendations; optimize processes and tools; manage peak periods with contingency planning and support the Head of International Customer Service during escalations outside hours. Requires a Bachelor’s degree in a related field and 3–5 years in Workforce Management, strong analytics, cross-team communication, and English proficiency. Hybrid work arrangement centered in Barcelona with a mix of 60% in-office and 40% remote, with options for fully remote via workation options.
Required Qualifications
- Bachelor’s degree in Business Administration, Operations, or a related field
- 3–5 years of experience in Workforce Management, ideally within a contact center
- Strong analytical skills and confidence working with WFM tools and data
- Clear communication skills and the ability to collaborate across teams
- Structured, detail-oriented mindset and the ability to manage multiple priorities
- Proficiency in English, additional languages are a plus
- Enjoy coaching and supporting others
- Focus on achieving results and making an impact
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