Workforce Planning Specialist

We are looking for a person who will join the

International Forecast & Planning Area

in our Madrid office!

About The Role You will join the

Forecast & Planning Area

in Madrid reporting to the Head of the team. Your

main mission

will be: drive efficient workforce planning across international markets by aligning resource needs with demand, ensuring schedule quality, and meeting service agreements Your

key responsibilities

are: Strategic Workforce Planning : Responsible for estimating FTE needs per market and developing coverage plans aligned with demand, in coordination with operational teams and internal procedures, within an area of over 100 people operating in an international environment and providing services in more than 10 languages. Planning supervision and updates:

Coordinate monthly planning updates, ensure real-time schedule quality, and produce follow-up reports for management. Cross-functional support and action tracking:

Act as a reference point for planning-related topics (tools, scheduling rules, holidays). Strategic projects:

Contribute to the implementation and improvement of tools and processes aimed at increasing WFM maturity.

✔️

Your profile University degree or equivalent professional experience. 3 years' of experience in Workforce Management (forecasting, capacity planning, scheduling, or real-time monitoring) in contact centers or similar operational environments. Strong analytical skills and experience working with planning/WFM tools. Proficiency in Microsoft Excel and familiarity with Power BI or other data visualization tools. Spanish | English.

What we offer Start date: ASAP (flexibility available). A role within a multicultural, international environment. Hybrid work model based in Madrid. Full-time position with a stable, permanent contract. Competitive salary aligned with experience. Meal vouchers. Access to a corporate training platform. Employee discounts for you and your family.

Europ Assistance es una empresa consolidada, parte del Grupo Generali, dedicada a cuidar de las personas desde 1963. Ofrecemos asistencia en más de 200 países a través de una amplia red de empresas proveedoras y centros de asistencia. Nuestra misión es acompañar a personas y empresas del estrés a la tranquilidad, en cualquier momento y lugar. La visión de nuestros/as 12.000 empleados/as es ser la empresa de cuidados más fiable del mundo. En España operamos desde 1977, siendo pioneros en asistencia en viaje. Hoy, ofrecemos soluciones en una amplia gama de servicios: seguros de viaje y asistencia médica, asistencia en carretera y movilidad, hogar y estilo de vida, salud, cuidado de personas mayores y servicios personalizados. Como empresa y compañía empleadora responsable, aplicamos el principio de igualdad de oportunidades en todos nuestros procesos de selección, valorando únicamente las competencias personales y profesionales. Fomentamos la diversidad, el desarrollo profesional, el bienestar personal y un entorno de trabajo inclusivo y accesible. You live, we CARE.