WHO WE ARE
Konecta is a leading innovative global service provider in customer management business processes and digital outsourcing, with 120,000 passionate employees working in 30 languages across 4 continents and 26 countries.
Focusing on the unique needs and opportunities of each industry, Konecta offers a full range of end-to-end customer management solutions - including acquisition, retention, customer service, technical support, and collection - all based on a sustainable business
model.
These services are built on a portfolio of world-class expertise covering customer experience and process management, digital solutions and cutting-edge technologies. Headquartered in Madrid, Konecta delivers global revenues of €2 billion with more than
500 clients, covering some of the biggest names in telecoms, energy, banking, mobility, retail, and e-commerce.
MISSION OF THE ROLE
We are looking for an experienced WFM with native or bilingual French and English proficiency to join our team in Barcelona! You will play a crucial role in optimizing workforce efficiency by ensuring accurate planning, resource allocation, and performance monitoring. Your ability to analyze data, anticipate operational needs, and implement effective workforce strategies will directly contribute to service quality, operational performance, and overall business success.
RESPONSIBILITIES:
Preparation of schedules for the operators: taking into account call volumes, agents’ skills, and legal and operational constraints.
Optimization of resource management according to activity forecasts and operational needs.
Analysis of team performance and adjustment of schedules to maximize efficiency while respecting quality requirements and customer expectations.
Collaboration with production managers to anticipate activity peaks and adjust resources in real time.
Detailed reporting and summary of scheduling data for operational teams and management.
Monitoring of absences and holidays to ensure service continuity and avoid understaffing situations.
Compliance with labor legislation (working hours, breaks, public holidays, etc.) and compliance with the sector’s collective agreements.
Implementation of continuous improvement solutions regarding schedule management and production management.
REQUIREMENTS
Experience: Minimum 1 to 5 years of experience in workforce scheduling management.
Organizational skills: Ability to manage a large number of employees, efficiently organize schedules, and handle unexpected situations.
Tool proficiency: Good knowledge of scheduling management tools and software dedicated to call center management (e.g., Workforce Management, Excel).
Languages: Fluency in French, English, and Spanish (advanced level required to communicate with teams and management).
Communication: Excellent verbal and written communication skills, both to interact with teams and to report activity to management.
Autonomy and responsiveness: Ability to make quick decisions and adapt to a dynamic environment.
Analytical skills: Ability to analyze data related to agent activity (attendance rate, productivity, etc.) and conclude to improve schedule management.
WE OFFER
A permanent contract
A multicultural and positive environment
A modern and pleasant workplace.
Training opportunities throughout the year, as we aim to support our talents in their professional development
A hybrid working model after an initial period.
We are a company committed to equal opportunities for women and men, and we firmly promote equity across all our positions.
REQUIREMENTS
Experience: Minimum 1 to 5 years of experience in workforce scheduling management.
Organizational skills: Ability to manage a large number of employees, efficiently organize schedules, and handle unexpected situations.
Tool proficiency: Good knowledge of scheduling management tools and software dedicated to call center management (e.g., Workforce Management, Excel).
Languages: Fluency in French, English, and Spanish (advanced level required to communicate with teams and management).
Communication: Excellent verbal and written communication skills, both to interact with teams and to report activity to management.
Autonomy and responsiveness: Ability to make quick decisions and adapt to a dynamic environment.
Analytical skills: Ability to analyze data related to agent activity (attendance rate, productivity, etc.) and conclude to improve schedule management.
