Job description

Do you want to make a real impact on customer experience? Are you driven by data, planning, and optimization?

Join us as a Workforce Manager

As a Workforce Manager, you are at the heart of our customer service operation. You make sure we have the right people, at the right time, in the right place: overseeing the planning, forecasting, and scheduling of our customer service operations with the ultimate goal of delivering outstanding service to our customers every day.

If you enjoy combining analytics, strategy, and collaboration to drive performance, this role is for you.

What you’ll be doing

You take ownership of workforce optimization and play a key role in our success:
Forecast & plan smartly: Build accurate forecasts and create schedules that match customer demand according to past data, trends and seasonal variations

Turn data into action: Analyse KPIs like service levels and occupancy, and identify improvement opportunities

Collaborate across teams: Work closely with Team Leads and Customer Service Management to align planning with business goals





Drive performance insights: Deliver clear reports and actionable recommendations

Continuously improve: Optimize processes, tools, and ways of working

Stay in control during peaks: Manage unexpected changes with strong contingency planning

Support: Support the Head of International Customer Service and handle urgent escalations when needed outside working hours.

Job requirements

We are looking for you, because you have

A 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

A structured, detail-oriented mindset and the ability to manage multiple priorities

Proficiency in English, additional languages are a plus

and also because you

Have a

📌 Workforce Manager (Barcelona)
🏢 Lampenlicht
📍 Barcelona