As a Workforce Manager, you will be at the core of customer service operations, driving workforce optimization through accurate forecasting, smart scheduling, and performance analysis. You will work closely with Team Leads and senior stakeholders to ensure the right resources are in place at the right time, enabling outstanding service delivery.

This is a highly analytical and strategic role, ideal for someone who thrives on data-driven decision-making, continuous improvement, and cross-functional collaboration.

Key Languages:

• Full professional level of English
• Additional European languages are a plus

Main Responsibilities:

• Build accurate forecasts and workforce plans based on historical data, trends, and seasonality
• Create and optimize schedules to align staffing with customer demand
• Monitor and analyze KPIs such as service levels, occupancy, and productivity
• Identify performance gaps and provide actionable recommendations
• Collaborate with Team Leads and Customer Service Management to align workforce planning with business needs
• Prepare reports and insights to support operational and strategic decisions
• Continuously improve WFM processes, tools, and ways of working
• Manage real-time operations and adjust plans during peaks or unexpected changes
• Support senior leadership and handle urgent escalations when required

Core Skills/experience:

• Bachelor’s degree in Business Administration, Operations, or related field
• 3–5 years of experience in Workforce Management, ideally within a contact center environment
• Strong analytical mindset with experience working with WFM tools and large datasets
• Excellent communication and stakeholder management skills
• Highly organized, detail-oriented, and able to manage multiple priorities
• Proactive problem-solver with a results-driven approach
• Customer-centric mindset and ability to drive performance improvements

What's on offer:

• Permanent contract
• Compensation: €33,000 - €40,000 gross annual salary, depending on your experience and the value you bring to the position
• Hybrid working model (Barcelona office + remote flexibility)
• Work-from-abroad (workation) options
• 26 days of annual leave
• Private health insurance (after probation period)
• Transport or meal allowance
• Home office setup support
• Employee discounts
• Learning and development opportunities
• Regular team events and an international work environment

Our recruitment process?:

Step 1: Initial call with our Talent Partners to get to know you better
Step 2: Online introduction interview
Step 3: On-site interview in Barcelona
Step 4: Final decision

At Babel Profiles, we believe in talent beyond labels. This opportunity is open to all qualified candidates, and we are committed to ensuring equal opportunities regardless of gender, gender identity, background, or origin.