This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Workforce Management Specialist in Spain.

This role is central to ensuring smooth, efficient, and data-driven operations within a global customer experience environment. You will be responsible for balancing real-time workforce needs with long-term planning, ensuring support teams are properly staffed to meet service level agreements and operational targets. Working in a fully remote, asynchronous, and international setup, you will analyze data, optimize schedules, and react quickly to fluctuations in demand. The position combines operational precision with analytical thinking, requiring close collaboration with multiple stakeholders across distributed teams. You will also contribute to forecasting accuracy, process improvements, and automation initiatives that enhance overall workforce efficiency. This is a high-impact role where your decisions directly influence service quality, team performance, and customer satisfaction at a global scale.

Accountabilities

• Create, maintain, and optimize agent schedules based on forecasted demand, operational needs, and employee availability while ensuring compliance with labor regulations
• Monitor real-time operational metrics such as ticket volumes, queues, and staffing levels to ensure SLA adherence and service continuity
• Reallocate resources dynamically to address staffing gaps, workload spikes, or operational disruptions
• Track, analyze, and report on schedule adherence, attendance, productivity, and key performance indicators
• Identify and escalate real-time issues such as system outages or volume surges and execute contingency plans when needed
• Support the development of short- and long-term workforce forecasts using historical data, trends, and business insights
• Collaborate with stakeholders to translate forecasts into actionable staffing plans and operational schedules
• Contribute to process optimization and identify opportunities for automation and efficiency improvements
• Produce regular performance reports highlighting trends, bottlenecks, and improvement opportunities
  
  

Requirements

• Proven experience in workforce management, scheduling, forecasting, or real-time operations in a multi-team or distributed environment
• Strong analytical skills with the ability to interpret complex data and translate insights into operational actions
• Experience using workforce management tools (e.g., NICE, Teleopti, Assembled, or similar platforms)
• Ability to manage high-pressure, time-sensitive situations with accuracy and composure
• Strong communication skills, with the ability to present data-driven insights clearly to diverse stakeholders
• Fluency in English (written and spoken) is required
• Experience working in remote or globally distributed teams is a strong advantage
• Proactive mindset with a focus on continuous improvement and operational efficiency
  
  

Benefits

• Salary range between $36,900 and $83,050 USD depending on experience and location
• Fully remote work with the ability to work from anywhere
• Flexible working hours in an async-first environment
• Flexible paid time off and 16 weeks of paid parental leave
• Stock options and long-term incentive opportunities
• Home office and IT equipment budget
• Learning and development budget for professional growth
• Mental health and well-being support services
• Budget for co-working spaces or local team events
• Strong internal mobility and career development opportunities within a global organization
  
  

How Jobgether Works

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.