Customer Service Workforce Specialist (Full remote within Spain)

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Requirements:

• Bachelor’s degree in technical fields or equivalent relevant work experience.
• 3-4 years of experience in workforce management and real-time analysis.
• Experience managing staff forecasts and scheduling in a multilingual environment.
• Proficiency in scheduling tools like Genesys Workforce, Asana, and Playvox.
• Understanding of key productivity indicators in Customer Service.
• Proficiency in Word, Excel, PowerPoint, and G Suite.
• Intermediate to advanced knowledge of data analysis and visualization tools.

Responsibilities:

• Support in defining optimal flows to forecast staff needs and skills requirements.
• Analyze inflow and outflow volumes, backlog accumulation, and productivity metrics.
• Define scheduling processes for Customer Service staff coverage.
• Liaise with training and operations teams for communication on service needs.
• Adjust schedules daily to prevent backlog and meet operational needs.