Senior Workforce Planning Analyst

Description

The Sr. Workforce Planning Analyst leads complex forecasting, scheduling, and capacity modeling initiatives across the EMEA Customer Success organization. This role drives digital-first WFM transformation, enhances automation, and partners cross-functionally to support regional strategy, scalability, HC planning, and operational performance improvement.

Department

Customer Support

Location

EMEA-Spain

Role Expectations

• Lead long-term forecasting, HC modeling, and 18-month capacity planning scenarios aligned with business growth.
• Own complex scheduling strategies including multi-skill optimization, shrinkage modeling, preferences, and efficiency scenarios.
• Administer and optimize Alvaria WFM software across markets, ensuring scalability and stability.
• Lead performance analytics, Twilio reporting improvements, and digital enablement for WFM dashboards.
• Drive back...