Wfm Coordinator Job at Delivery Hero (Barcelona)

Avp, Client Experience Operations

Location

United States , New York

Salary:

100000.00 - 120000.00 USD / Year

Sotheby's

Expiration Date

Until further notice

Requirements

5-7 years of experience in client experience and/or auction operations
Exceptional communication, organizational, interpersonal, and relationship-building skills, with a strong ability to collaborate in cross-functional environments
Confidence and professionalism when presenting to groups or leading discussions
Advanced proficiency in Microsoft Excel (formulas, charts, data analysis)
Proficiency with Microsoft Word, Outlook, Google Workspace, and related tools
Ability to work independently in a fast-paced, deadline-driven environment
Highly organized, collaborative, and adaptable, with the ability to remain calm and professional under pressure and tight timelines
Experience managing and implementing cross-departmental initiatives, including project management
Strong analytical thinking, process-improvement mindset, and problem-solving skills, with demonstrated planning and communication abilities
Prior people leadership experience

Job Responsibility

Own and optimize call center ticket management and telephony systems
Assist and collaborate in creation of standard operating procedures, focusing on identifying areas of efficiency and elimination
Develop and maintain performance dashboards and real-time reporting frameworks for internal and vendor teams. Monitor KPIs and enforce accountability
Lead omnichannel transformation initiatives, introducing automation, self-service tools, and AI capabilities that improve resolution rates and reduce contact volume. Partner cross-functionally with Product, QA, and Enablement teams to optimize the customer journey and scale CX infrastructure
Own end-to-end workforce and headcount strategy, including capacity plans and scheduling
Manage CX technology integrations and vendor-led process improvements using structured project plans and agile sprints. Coordinate with QA, WFM, and Training teams to accelerate rollouts and continuously enhance efficiency and scalability
Analyze large datasets to identify trends, correlations, and actionable insights
Support the Global Head of Client Experience with new initiatives and special requests

What we offer

discretionary bonus
competitive benefits package

Specialist: Contact Centre

The Contact Centre Specialist drives day to day operational excellence, leads sm...

Location

Lesotho

Salary:

Not provided

Vodafone

Expiration Date

Until further notice

Requirements

Diploma/Degree in Business, Operations, Data/Information Systems, or related field (or equivalent experience)
3–5+ years in a Contact Centre (telecom or similar high volume environment), with hands on ops and reporting exposure
Experience running or supporting projects (agile or hybrid) and presenting to leadership
Analytical & Insight Led: Converts data into clear operational actions and follows through to results
Operational Rigor: Strong command of SLAs, staffing math to effectively support WFM, and real time decisioning
Project Discipline: Plans well, manage risks/dependencies, and lands change smoothly
Customer Obsessed: Advocates for effortless journeys
drives defect elimination

Job Responsibility

Monitor intraday performance across voice, chat, social, and email queues
take corrective actions to protect AHT, SLA, Abandon Rate, First Contact Resolution (FCR), and Customer Satisfaction (CSAT/NPS) targets
Coordinate with Team Leaders and WFM on real time skilling, overflow, and outage playbooks
Issue daily/weekly/monthly dashboards reports covering volumes, SLAs, AHT, FCR, QA scores, repeat contact drivers, escalations, VOC (CSAT/NPS), and cost to serve
Explore automation opportunities of these reports working with RPA
Lead or support operational projects (e.g., channel migrations, IVR/Chatbot refinements, new product launches, complaint reduction initiatives)
Run full project cadence: scope, requirements, risk log, timeline, stakeholder updates, UAT, go live readiness, and post implementation review
Partner with QA to calibrate scoring, close coaching loops, and drive improvements in soft skills, compliance, and resolution quality
Ensure adherence to regulatory, data privacy, and internal policy requirements
maintain audit ready evidence

Manager - P&C Services

As the P&C Services Manager, you will be responsible for the establishment and o...

Location

Australia , Adelaide

Salary:

Not provided

Adbri Concrete

Expiration Date

Until further notice

Requirements

Proven experience managing HR operations or shared services teams
Strong knowledge of HRIS platforms (Dayforce experience highly regarded)
A continuous improvement mindset and a passion for process optimisation
Excellent stakeholder engagement and communication skills
Project management skills

Job Responsibility

Oversee end-to-end support for recruitment, onboarding, learning, remuneration, performance management, and offboarding processes
Lead the team responsible for the Dayforce HCM, including workforce management (WFM) support to operational teams, and coordinate with Centres of Excellence and Payroll to ensure system integration and data accuracy
Deliver regular people metrics, maintain develop reporting tools, and respond to reporting needs to support data-driven decision making
Identify and implement enhancements to HR systems and processes, driving efficiency and improving the employee and manager experience

What we offer

Access to professional development program
Inclusive culture that embraces diversity
Flexible work arrangements

Fulltime

LATAM Payroll Project Manager

We are partnering with a global organisation undergoing a large-scale Payroll Tr...

Location

United States

Salary:

Not provided

Lawrence Harvey

Expiration Date

Until further notice

Requirements

6+ years’ experience in payroll transformation and/or payroll project management
Proven experience managing multi-country payroll implementations (LATAM essential)
Strong payroll system implementation experience
Experience working across multiple payroll vendor platforms
HCM system knowledge (Workday preferred)
Experience with payroll data migration and data clean-up initiatives
Knowledge of Time & Attendance systems
Strong understanding of payroll controls, governance, and segregation of duties
Experience operating within structured PMO environments
Fluent Spanish and English (mandatory)

Job Responsibility

Lead end-to-end payroll implementation projects across multiple LATAM countries
Coordinate internal stakeholders and third-party vendors for successful delivery
Ensure projects are delivered on time, within scope, and within budget
Develop and maintain comprehensive project documentation (plans, RAID logs, status reporting)
Track performance and escalate risks and issues through established governance
Execute payroll strategy and system implementations across the region
Oversee payroll and HCM system reconciliation and data alignment
Drive HR and payroll data clean-up initiatives
Coordinate gathering and validation of local payroll and WFM requirements
Support vendor selection processes and implementation phases

Associate WFM Analyst, LiveCall

The Real-Time Coordinator is responsible for monitoring and managing intraday pe...

Location

United States , Peachtree Corners

Salary:

Not provided

ResMed

Expiration Date

Until further notice

Requirements

Minimum 2 years in a real-time or workforce management role within a contact center environment
Hands-on experience with Five9 or similar telephony platforms and Verint Workforce Management software
Strong understanding of contact center KPIs (ASA, SL, AHT, shrinkage, occupancy)
Proficiency in Microsoft Excel and reporting tools
familiarity with CRM systems is a plus
Excellent problem-solving skills and ability to make quick, data-driven decisions under pressure
Strong communication skills for effective coordination across multiple teams

Job Responsibility

Continuously monitor real-time call volume, queue performance, and agent adherence using Five9 dashboards and Verint WFM tools
Adjust schedules, skill assignments, and routing strategies to maintain service level agreements (SLAs)
Respond promptly to unforeseen events such as call spikes, outages, or staffing shortages by implementing contingency plans
Execute intraday schedule changes, including breaks, lunches, and off-phone activities, to align with forecasted demand
Collaborate with Workforce Manager to analyze trends and recommend adjustments to improve efficiency
Maintain accurate records of schedule changes and adherence metrics for reporting and compliance purposes
Utilize Five9 reporting tools to track agent performance, occupancy, and queue health
Generate and distribute real-time and end-of-day performance reports to leadership and stakeholders
Ensure integration and data accuracy between Five9, Verint WFM, and CRM systems
Serve as the primary point of contact for real-time operational updates to supervisors and team leads

What we offer

comprehensive medical, vision, dental, and life, AD&D, short-term and long-term disability insurance, sleep care management, Health Savings Account (HSA), Flexible Spending Account (FSA), commuter benefits, 401(k), Employee Stock Purchase Plan (ESPP), Employee Assistance Program (EAP), and tuition assistance
three weeks Paid Time Off (PTO) in their first year of employment
11 paid holidays plus 3 floating days
eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave

Fulltime

Real-Time Operations Specialist

Be the "air traffic controller" of our Revenue Center, managing real-time queues...

Location

United States

Salary:

20.00 - 22.00 USD / Hour

LoadUp

Expiration Date

Until further notice

Requirements

2+ years in a call center, workforce management, or operations support role
Familiarity with CRM, telephony, or WFM tools
strong understanding of call center metrics (SLAs, occupancy, etc.)
Analytical Mindset: Ability to make quick, data-driven decisions during high-volume periods
Excellent coordination skills to work seamlessly with agents and leadership
Ability to work a Tuesday – Saturday schedule in the office

Job Responsibility

Monitor real-time call queues, agent states, and workload distribution to maintain SLA targets across Sales, Support, and Fulfillment
Identify call volume trends, spikes, or backlogs and take proactive action to mitigate service impact
Make real-time staffing adjustments, including break management, shift changes, and agent reassignments
Track schedule adherence, occupancy, and utilization, flagging risks or gaps to leadership
Generate and distribute daily and weekly workforce and performance reports
Partner closely with CX leadership and team leads to support daily workforce management needs
Support onboarding by helping new agents understand schedules, adherence expectations, and queue workflows

What we offer

Medical, Dental, Vision, and Life Insurance coverage
Flexible Spending Account (FSA) or Health Savings Account (HSA)
Generous Paid Time Off
401(k) with 5% Company Match
Employee Recognition Program
Monthly Lifestyle Stipends
Referral Rewards Program
Growth with Purpose

Fulltime

Workforce Management Scheduling Analyst

The Workforce Management Scheduling Analyst is responsible for owning workforce ...

Location

United States

Salary:

55000.00 - 60000.00 USD / Year

Aura

Expiration Date

Until further notice

Requirements

4+ years of workforce management experience in a contact center environment
Strong expertise in workforce scheduling within a 24/7, multi-channel contact center environment
Experience scheduling for voice, chat, email/casework, and outbound support channels
Hands-on experience with Verint Workforce Management (required)
Experience working with a cloud contact center platform such as Five9 (preferred)
Strong understanding of workforce management concepts including service level, occupancy, shrinkage, schedule adherence, and staffing coverage
Experience supporting intraday workforce management operations
Strong analytical and problem-solving skills with the ability to identify operational risks and staffing gaps
Advanced Excel and reporting skills
Strong organizational and communication skills with the ability to manage complex scheduling environments

Job Responsibility

Own workforce scheduling for a 24/7, 365 multi-channel customer support operation including inbound voice, outbound calling, chat, and email/ casework
Develop and maintain optimized agent schedules that align with forecasts, staffing plans, and service level targets
Design shift structures, break and lunch placements, and staffing patterns to ensure adequate coverage during peak demand periods
Own the shift bid process including planning, schedule generation, communications, and implementation of new shift assignments
Establish and maintain scheduling governance policies including schedule change procedures, adherence exceptions, and schedule modification standards
Manage and administer daily PTO allotments within the scheduling platform to balance agent availability with service level requirements
Schedule recurring operational activities including meetings, trainings, coaching sessions, and company-wide events such as town halls while maintaining appropriate staffing coverage
Monitor schedule adherence trends and enforce adherence governance policies in partnership with CX leadership
Proactively identify potential coverage gaps, staffing risks, or skill-based constraints across channels, departments, or agent skill groups
Manage agent skill and queue assignments within workforce and telephony platforms as agents complete training or operational priorities shift, ensuring load balancing and optimal agent availability

What we offer

Generous health and wellness benefits
Retirement savings plans
Parental leave

Fulltime

Internal Systems Administrator

The Operations Systems Admin is a pivotal member of Checkr’s Shared Services tea...

Location

Chile , Santiago

Salary:

Not provided

Checkr

Expiration Date

Until further notice

Requirements

2-4 years of experience in Operations, IT support, or Customer Experience tooling environments
Familiarity with SaaS administration concepts - especially user provisioning, role management, and access control
Working knowledge of SSO/identity platforms (Okta, Google Workspace, etc.)
Strong organizational and documentation skills
ability to manage multiple tooling requests concurrently
Experience handling confidential or PII data securely and in compliance with company standards
English proficiency (written and verbal) sufficient to collaborate in a global environment
Detail-oriented, process-driven mindset with a focus on accuracy and accountability

Job Responsibility

Own day-to-day user provisioning, deprovisioning, and role changes across the Operations tooling ecosystem, ensuring timely and compliant access for both FTE and BPO users
Manage credentialing workflows end-to-end, validating requests for completeness, proper approvals, and policy alignment
Act as the primary point of contact for tooling access requests submitted through the internal Jira queue
Triage and resolve low-complexity Tools & Systems tickets
escalate high-impact or system-wide issues promptly to the appropriate teams
Maintain accurate access records, license inventories, and role mappings to support internal audits, cost management, and security reviews
Partner with IT to coordinate SSO/Okta provisioning and ensure adherence to least-privilege access standards
Execute and track onboarding/offboarding processes for all users across Salesforce, Zendesk, Assembled, MaestroQA, Lessonly, Sprout, Autotab, and Talkdesk
Support incident response by documenting and escalating P1/P0 tooling incidents through defined operational channels
Identify inefficiencies or gaps in provisioning and access processes, propose improvements, and contribute to standard operating procedures

What we offer

A collaborative and fast-moving environment
Be part of an international company based in the United States
Learning and development reimbursement allowance
Competitive compensation and opportunity for professional and personal advancement
100% medical, dental, and vision coverage for employees and dependents
Additional vacation benefits of 5 extra days and flexibility to take time off
In-office perks are provided, such as lunch four times a week, a commuter stipend, and an abundance of snacks and beverages

Fulltime

Wfm Coordinator

Delivery Hero

Location:
Spain , Barcelona

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:
April 16, 2026

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Job Description:

Job Responsibility:

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Nice to have:

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Job Posted:April 16, 2026

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Job Posted:
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