WORKFORCE MANAGER

Workforce ManagerAre you an experience workforce planner? Are you structured, organized and do you have the adaptability to work in the dynamic and competitive automotive industry? MSX International has the job for you!The RoleThe Workforce planner will manage the forecasting, capacity planning, scheduling, and will oversee real-time monitoring activities to optimize staff performance and operational efficiency. The role focuses on balancing workload, ensuring adherence to KPIs, and improving workforce utilization in alignment with the project’s objectives, quality standards, and customer satisfaction goals.You will be responsible for:• Forecasting: analyze historical data to produce accurate forecasts for scheduling and daily operations. Identify patterns and trends in interaction volumes and handling times to anticipate workload fluctuations. Adjust forecasts to reflect emerging trends or significant changes in business needs.• Capacity Planning: develop annual and long-term capacity plans in collaboration with the global operations team. Perform short-term capacity planning to adapt to changes or trends in staffing requirements.• Staff Optimization: ensure staff is organized and scheduled effectively to meet workload demands. Regularly monitor and optimize workforce structures to align with operational needs.• Scheduling: create bi-monthly schedules for 8-9-week periods, ensuring optimal staff utilization. Incorporate advisor preferences, contract rules, and absence planning into the scheduling process.• Real-Time Monitoring (RTM): Oversee teal leader real-time adjustments to balance workloads, minimize waiting times, and ensure service levels (SL) for phone, chat, and emails are met. Monitor advisor occupancy and manage on-the-spot adjustments to achieve daily operational targets.• Time Reporting: Manage absence and time reporting for employees across all engagement centers. Track individual time-off balances, including vacation, time-for-time, and additional leave.• Continuous Improvement: Identify and implement improvements in workforce management processes to enhance efficiency and accuracy. Collaborate with cross-functional teams to share best practices and develop innovative solutions for operational challenges.About youOur ideal Workforce Manager will be an excellent communicator with a problem solving mindset as well as an exceptional attention to detail.To be successful in this role the Workforce Manager will have:• Strong analytical and problem-solving skills with the ability to interpret complex datasets.• Expertise in workforce management tools and systems, including forecasting, scheduling, and reporting platforms.• Proficiency in statistical analysis, capacity planning, and operational optimization.• Effective communication skills to collaborate with diverse teams and present actionable insights.• Familiarity with KPI management, service level agreements, and workforce efficiency metrics.• Advanced knowledge of Excel and WFM software; experience with automation tools (RPA) is a plus.• Bachelor’s Degree in Business Administration, Economics, Human Resources or a related field, or equivalent professional work experience.• Minimum of 2 years experience in workforce management, capacity planning, and real-time monitoring is required.The ideal candidate must be fluent in English (both written and spoken) with a B2 level of Spanish.What do we offer you?• Full-time indefinite contract. 40 hours a week, Work schedule (days per week and specific hours, flex time): Monday-Friday, 8:30-17:00 ● Home office policy: Same home office as everyone else, only after the first 3-6 months ● Compensation: 28k ● Company benefits (bonus scheme, laptop, phone, car, fuel card etc.) no additional benefits, same as agents ● Office location: Barcelona ● Ideal candidate location: Barcelona or Madrid ● Travel %: Maybe, very limited. Same as Data Analyst. • You will be part of a great team of professionals in an internationally consolidated company.• You will acquire a global vision of the automotive sector, relating to customers, suppliers, consultants and dealers.• MSX Bazaar: Shopping portal exclusive for MSX employees.• 23 days of Vacations + 3 extra days.• Internal training plan.Do you think you are the ideal person for this position? We want to meet you! Apply for the offer quickly and we will review your application.You can learn more about MSX International on our website: www.msxi.com