Senior WFM Capacity Planner with English

Meet your
Recruiter!

Maria Rocha

Array

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

Barcelona

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: Interview with the Ops Director
Step 4: Meet the team