Senior Workforce Management Supervisor

About the role

We are a consolidated professional services company, made up of more than 6,000 professionals collaborating with more than 1,500 companies in fields such as customer service, administrative management, marketing, document processing, telecommunications, technology, and social media.

We are currently looking to hire a Senior WFM Supervisor with experience in Contact Center or BPO environments to lead the processes of planning, forecasting, dimensioning, and real-time management of operations. This person will be the area's point of reference, supporting the WFM Manager, leading Planning, Forecasting, and RTA teams, managing escalations, and guaranteeing the fulfillment of operational and service objectives.

What you'll do

• Lead the complete WFM cycle: forecasting, dimensioning, scheduling, real-time monitoring, and post-analysis.
• Direct and support WFM supervisors, and handle escalations from RTAs and planners.
• Implement the WFM model in new services and clients: dimensioning with Erlang, designing schedules from scratch, and coordination with IT and Operations.
• Guarantee that deliverables (forecasts, dimensioning, and monthly and weekly schedules) are met on time.
• Manage crises and contingencies: system outages, mass absenteeism, and demand peaks.
• Control service KPIs (Service Level, Abandonment, ASA, AHT), adherence, and shrinkage.
• Prepare trend analyses, what-if scenarios, business cases, and executive reports for Operations and Management.
• Drive report automation and the continuous improvement of models.
• Relate to Operations, IT, HR, Finance, Quality, and clients, and act as backup for the WFM Manager.

What we're looking for

• Completed or ongoing university studies in related areas: Administration, Industrial Engineering, Statistics, Economics, Systems, or related degrees.
• Minimum of 5 years of experience in WFM with at least 3 years managing a team.
• Track record in Contact Center or BPO, with knowledge of both sides of WFM: planning and real-time.
• Proficiency in Erlang and analysis tools such as advanced Excel, Power BI, SQL, and WFM tools (NICE, Verint, Genesys, Calabrio, Aspect, or similar).
• Ability to lead teams, remain calm under pressure, and make decisions based on data.
• Valuable: English and Python

What you'll get

• Permanent contract.
• Full-time 40-hour week schedule from Monday to Thursday 8:00 to 17:00 h and Friday 9:00 to 15:00 h.
• Excellent working environment and the opportunity to join a dynamic, growing environment with professional development possibilities.
• Competitive salary, commensurate with the experience and knowledge provided.
• Consulting Collective Agreement.
• Hybrid model with 2 days of teleworking per week.
• Work center: Avda. de los Premios Nobel 37 in Torrejón de Ardoz (Madrid).

APPLY NOW, WE ARE WAITING FOR YOU!!

**No sector of our society can be understood without equality between men and women, as well as the integration of people with disabilities. Therefore, at Grupo Servinform, we focus on equality and diversity as an elemental factor for social progress, working day by day to achieve this goal.**