**Description:** ---------------- **Servinform is still growing!** We are an established company providing professional services, composed of more than 6,000 specialists collaborating with over 1,500 companies in areas such as customer support, administrative management, marketing, document processing, telecommunications, technology, and social media. We are currently looking to hire a professional for **Planning and Workforce Management**, aiming to strengthen the team supporting our Contact Center and BackOffice operations. **Main responsibilities:** * Monitor daily activity in real time (calls, emails, WhatsApp, and chat), ensuring service level targets are met and operational staff correctly manage their status. * Analyze collected data, identify deviations from forecasts, and generate reports to support decision-making. * Adjust shift scheduling and resource allocation based on operational needs, active campaigns, vacations, and maintenance periods. * Identify incidents and coordinate with Operations, Quality, Training, and Human Resources to ensure proper service functionality. * Monitor key performance indicators and share conclusions with both operational teams and management. **Position conditions:** * Full-time schedule of 39 hours per week. * Fixed morning or afternoon shifts between 08:00–18:00 and 16:00–00:00. * Optional hybrid work model. * Compensation according to the Contact Center sector collective agreement. * Paid initial training included upon joining. * Location: Torrejón de Ardoz, near Soto del Henares station. The site offers shuttle service and ample parking facilities. *\*\*No sector of our society can be understood without gender equality and the inclusion of people with disabilities. Therefore, at Grupo Servinform, we regard equality and diversity as essential drivers of social progress, working daily to achieve this goal.\*\** **Requirements:** --------------- * IT skills: Advanced proficiency in Office, especially Excel. * Advanced use of Google Sheets. * Prior experience as a Force or Contact Center Coordinator with leadership responsibilities. * Knowledge of Contact Center operational KPIs: AHT, ASA, FCR, SLA, occupancy, adherence, forecast, etc. * Understanding of Contact Center operational dynamics (multichannel: voice, email, chat, social media). * Analytical ability and results orientation. * Excellent communication and coordination skills across diverse teams. VALUABLE REQUIREMENTS * Experience in multilingual or international environments. * Basic knowledge of SQL or automation languages (Python, R) for advanced analytics. * Ability to lead resource optimization projects. * Certification or specialized training in Workforce Management.