Customer Service Workforce Specialist

November 6

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Leadtech Group

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Internet services • UX Design • Frontend • SEM • SEO

201 - 500

Description

We are looking for an experienced and proactive Workforce Specialist to join our team! • As a Workforce Specialist you will work together with the rest of Operations team, Human Resources and other cross-functional teams to forecast the staff needs, filling the requirements for each line of business, as well as liaising with the training team to ensure that the current workforce has the skills and training needed to fulfil the operational needs of the different projects. • As part of your responsibilities, you will also be in charge of creating a scheduling process to ensure that our operation is covered for each line of business, taking into consideration any leave of absence, planned or unforeseen. • Besides, you will be in charge of making the necessary daily adjustments to customer service agents’ workloads to ensure that no backlog accumulates. • Leadtech has been fostering and developing innovative digital businesses across several industries since 2009. It has since then expanded to a team of over 700 committed employees working all over Spain. We are thrilled to have more than 23 nationalities working together and very proud to see that our products and services are enjoyed by millions of users monthly around the globe. #LifeAtLeadtech • In this role you will support the team in defining optimal flows to forecast staff needs, volumes and new hire skills requirements, as well as benchmarking and implementing different tools to achieve those goals. • Analyze current and past inflow and outflow volumes, backlog accumulation, productivity and other relevant metrics impacting the results of the project operations. • Defining new KPIs linked to staffing, agent productivity and occupancy. Working with Business Intelligence teams to ensure that current data visualization tools are reliable. • Define different scheduling processes to guarantee that every line of business is fully covered in terms of Customer Service staff. • Liaise with the training and operations teams to properly communicate service needs in terms of staff and skills. • Create analytical skills and the ability to understand and organize complex Customer Service inflow scenarios. • A great focus on attention to detail with the ability to multitask in a target-driven and fast-paced organization. • Understanding of different Customer Service indicators linked to productivity and the ability to design new KPIs to ensure improvement. • Excellent oral and written communication skills and the ability to effectively communicate with a diverse audience at every level of the organization, both in English and Spanish. • Able to thrive in a fast-paced working environment: you can think on your feet while reacting to a wide range of issues, and maintain recurrent reports aiming to give visibility to different stakeholders of the recruitment, scheduling and productivity performance of the Customer Service team. • Benchmark and implement new scheduling tools. While this implementation is ongoing, optimize current tools and processes. • Adjust schedules on a daily basis to ensure that deviations in the forecast are overcome and no backlog is accumulated. • Assist in defining the strategy to improve, among Customer Service Agents, productivity indicators that have a direct impact on workforce planning (AHT, occupancy, etc). • Properly communicate with different teams (Product, Human Resources etc) to foresee any action that may impact the current forecast model and adjust it accordingly.

Requirements

What will make you stand out from the crowd: • Bachelor’s Degree in technical fields or equivalent relevant work experience. • 3-4 years of progressive experience in the field of workforce management, real-time analysis within a Customer Service team. • Experience in managing staff forecasts and scheduling, in a multilingual and multi-skilled environment across different lines of business. • Linguistic Skills: Spanish & English: Professional fluency. Other languages are a plus. Technical knowledge needed: • 3-4 years of progressive experience in the field of workforce management, sales/staff forecasting or logistics planning, particularly with multilingual/multi-skilled staff. • Previous experience with scheduling tools (Genesys Workforce, Asana, Playvox...). • In-depth understanding of key productivity indicators in the Customer Service field (SLA, occupancy, AHT, FCR, etc.). • Proficiency in Word, Excel, PowerPoint, and G Suite applications. • Intermediate to advanced knowledge in data analysis, Qliksense, Qlikview or other data visualisation tools. • Knowledge of different staffing models, considering complex queuing systems across various lines of business and blended activities.

Benefits

Perks of being one of us: • Top-notch private health insurance — includes dental and psychological services • Full-time, permanent contract • Flexible time off, no blackout dates, plus your birthday, Christmas’ Eve and New Year’s Eve off • Remote work OR come into the office if you prefer! • Flextime (7 – 9:30 a.m. / 3:30 – 7:30 p.m) • 35-hour week in July and August (free afternoons here we come!) • Enhanced career path designed just for you • External training budget • Other: ticket restaurant, nursery tickets • Budget for team-building activities • We celebrate all company landmarks • And when you come into the office, you’ll get free coffee and snacks, fresh fruit, and can enjoy our game room and the cool terrace overlooking the Mediterranean