Workforce Planner

Job Description

As a Workforce Planner, you will manage the scheduling of our reservation teams and forecast call volumes to ensure we have the right staff to handle customer inquiries efficiently. You'll use data and analytics to optimize staffing, improve productivity, and help keep our service levels high.

Responsibilities Prepare annual and quarterly call forecasts, analyzing call types and patterns to drive sales-related activity based on Salesforce categorization

Identify and implement process efficiencies while maintaining established service levels

Leverage workforce planning and telephony technology to optimize operational performance.

Forecast call volumes and staffing requirements to ensure adequate coverage

Collaborate with the Senior Manager and T&C Director to align staffing levels with business needs

Analyze call volumes and trends using BI tools (e.g., Tableau) to provide data-driven insights

Transform raw data into meaningful statistical insights

Manage the implementation and administration of Workforce Management software (WIP)

Identify areas for improvement and propose innovative solutions to optimize processes (e.g., automation, operational efficiency, productivity)

Maintain and adjust the historical call volume database based on evolving business needs and hotel portfolio changes

Develop and optimize consultant schedules, ensuring alignment with business demand.

Promote schedule flexibility for consultants while balancing operational needs

Oversee vacation and statutory holiday planning, working closely with Team Leaders

Monitor and adjust operational reporting in Tableau and BI tools based on Senior Manager directives

Compile and share monthly performance reports on all GRC BCN activities

Qualifications Strong understanding of call center operations

Minimum 1 year of experience in a workforce role

Experience with Workforce Management (WFM) software (e.g., CCMATH or similar)

Involved in forecasting and budgeting for staffing and resource allocation

Expertise in telephony systems, specifically Amazon Connect

Proficiency in BI tools (e.g., Tableau, Power BI) for data visualization and reporting

Proficient in Microsoft Excel for data analysis and reporting

Strong numerical skills with attention to detail

Analytical thinker who can interpret complex data sets

Experience in process improvement and operational efficiency strategies

Strong problem-solving skills and ability to troubleshoot workforce planning challenges

Able to quickly learn and adapt to new tools, technologies, and processes

Strong communication and stakeholder management skills to collaborate with leadership and cross-functional teams

Excellent organizational skills to manage multiple priorities effectively

Additional Information If you are passionate about luxury and sales, and are looking for a role that values genuine interactions and exceptional guest experiences, apply now to become a Workforce Planner with us. Let's create unforgettable experiences together.

Location and Availability Requirements Must be currently legally entitled to work full-time in Spain

39 working hours / week

Our Commitment to Diversity & Inclusion We are an inclusive company and our ambition is to attract, recruit, and promote diverse talent.

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

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