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Senior Workforce Manager

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Yokoy

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Location:
Spain, Barcelona

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

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Job Description:

We are looking for a strategic Senior Workforce Manager - WFM for our Customer Operations to help us continue delivering a 7-star experience to our customers. Consequently, we have the ambition to not only ensure a delightful experience for our customers when interacting with our in-house 24/7 Customer Care team, but also to utilise Product & Engineering resources to optimise the product in such a way that incoming contacts are reduced. We are aiming higher than ever, and we want to grow exponentially. A delightful customer experience when interacting with our product & Customer Care team is critical to help us achieve our big audacious goal of 1 million happy travellers per day. That’s why we have come to the conclusion that we need you!

Job Responsibility:

  • Optimize and manage our workforce management framework, including implementation of both short- and long-term forecasting, capacity planning and budget for the global footprint of Customer Care. You will take full ownership of the network on Workforce Management across all the outsources partners
  • Optimize Planning to execute short- and long term projects, to ensure we are in line with the company growth, Gross Margin, Cost per Booking and Cost to Serve metrics. You will take ownership of all WFM areas
  • Identify the best billing and operating model for our various lines of businesses to optimise performance and reduce wastage, and to optimize for the seasonality factors and reduce operational effort of the in-house WFM team
  • Perform quantitative analysis of key process indicators (Demand Drivers, Contact Ratio, CSAT and other metrics) and build business cases to improve Customer Journey and lead comprehensive execution plans for supporting customer experience improvement initiatives. To succeed, you will work with a variety of internal stakeholders, including Marketing & Product
  • Partner with cross-functional teams to solve problems, ensure productive communication and implementation of processes, and to build a strong operational infrastructure globally
  • To succeed, you will work closely with our Strategic Finance, Customer Care Operations, Product and external providers to make sure we provide a 7-star experience at optimal cost while accommodating our growth

Requirements:

  • 8+ years of experience with workforce management and customer care operations projects such as improvement of efficiency, quality, costs etc. including experience with outsourced service providers. Ideally from a global BPO environment
  • Strong understanding of WFM principles and the functionalities of the common WFM tools in the market like IEX, Calabrio, Verint, Amazon connect, Zendesk, Avaya, data suites like Looker, Tableau, etc.
  • Demonstrated knowledge of customer experience tools and systems including best practices
  • Strong business acumen with an ability to understand the direction and goals of the business
  • Strong analytical background - 7 Quality tools, SPC, Hypothesis Testing, Regression Analysis
  • Strong understanding of forecasting, planning, scheduling and real-time management methodologies
  • Ability to work independently, anticipate problems and suggest solutions
  • Ability to communicate effectively, influence and drive change while building rapport and credibility quickly with all levels in the organisation
  • Fluent written and verbal communication in English

Nice to have:

  • Travel sector experience
  • Managing external WFM teams
  • Understanding of correlations with other areas in customer care
  • Experience deploying AI solutions customer care
  • Experience with relevant applications, including but not limited to: Multi-channel operations i.e. voice support, email
  • RM/Customer Support Tools (Zendesk, Intercom, Kustomer, Salesforce.com)
  • Word Processing/Spreadsheet Applications (Microsoft Office)
  • Basic SQL

Additional Information:

Job Posted:
December 13, 2025

Employment Type:
Fulltime
Work Type:
On-site work
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