Workforce & Reporting Team Lead

This is a fully remote position, open to applicants in Spain.

📋 Description

• Take ownership of comprehensive forecasting, capacity planning, and scheduling for both internal and BPO support teams.

• Track real-time performance and manage intraday workforce adjustments to achieve SLA targets.

• Supervise BPO SLA compliance and collaborate with Vendor Managers to address staffing inefficiencies.

• Manage operational reporting dashboards, ensuring the consistency and accuracy of KPIs across all teams.

• Maintain a unified source of truth for operational performance metrics and convert data into actionable insights for leadership.

• Lead, develop, and oversee the performance of a team of WFM and Reporting specialists.

• Propel automation initiatives and identify inefficiencies in forecasting, staffing, and reporting workflows.

⛳️ Requirements

• Demonstrated experience in leading teams within Workforce Management, Operations Analytics, or Support Operations.

• Experience in managing or overseeing BPO/vendor-based support operations.

• Practical experience with enterprise WFM and scheduling software.

• In-depth knowledge of forecasting, capacity planning, and real-time intraday management.

• Proficiency in BI and visualization tools such as Power BI and Tableau.

• Strong advanced Excel capabilities.

• Experience in defining and upholding KPI frameworks and reporting standards.

🏝️ Benefits

• Health Insurance

• Work-from-anywhere stipend

• Annual wellness & learning credits

• Annual all-expenses-paid company retreat in a beautiful destination & other benefits