Workforce Manager
Capital.com
full-time
Posted on:
Location Type: Hybrid
Location: Sofia City • 🇧🇬 Bulgaria
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Build and maintain short- and long-term staffing plans based on forecasted volumes and business priorities.
- Analyze productivity, performance, and capacity data to recommend staffing adjustments and improve efficiency.
- Oversee scheduling, real-time management, and adherence to ensure coverage meets demand.
- Partner with CS Operations, HR, and Finance to balance headcount, cost, and performance targets.
- Provide regular reporting and insights to leadership to support strategic decision-making.
- Continuously improve workforce planning processes, leveraging data and automation tools where possible.
Requirements
- Bachelor’s degree in Business Administration, Economics, Operations Management, or a related field.
- 3+ years of experience in workforce management, capacity planning, or real-time operations within a contact center or service organization.
- Strong analytical and problem-solving skills, with the ability to interpret complex data and translate insights into actionable workforce strategies.
- Proficient in Excel or Google Sheets; experience with Workforce Management (WFM) tools such as NICE, Verint, Calabrio, or Zendesk WFM is a strong plus.
- Solid understanding of forecasting, scheduling, and intraday management principles.
- Ability to prepare and deliver clear, data-driven reports and recommendations to stakeholders.
- Excellent communication and collaboration skills, working effectively with Operations, HR, and Finance teams.
- Highly organized, detail-oriented, and able to manage multiple priorities in a fast-paced environment.
- Proactive and process-driven, with an interest in automation and continuous improvement of workforce planning practices.
Benefits
- Competitive Salary: We believe great work deserves great pay! Your skills and talents will be rewarded with a salary that makes you feel valued and motivated.
- Work-Life Harmony: Join a company that genuinely cares about you - because your life outside of work matters just as much as your time on the clock. #LI-Hybrid
- Annual Performance Bonus: Your hard work doesn’t go unnoticed! Celebrate your achievements with a well-deserved annual bonus tied to your performance.
- Generous Time Off: Need a breather? Our annual leave policy lets you recharge and enjoy life outside of work without a worry.
- Employee Referral Program: Love working here? Share the love! Bring your talented friends on board and get rewarded for growing our awesome team.
- Comprehensive Health & Pension Benefits: From medical insurance to pension plans, we’ve got your back. Plus, location-specific benefits and perks!
- Workation Wonderland: Live your digital nomad dreams with 30 extra days to work remotely from anywhere in the world (some restrictions apply). Adventure awaits!
- Volunteer Days: Make a difference! Take two additional paid days each year to support causes you care about and give back to the community.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
workforce managementcapacity planningreal-time operationsforecastingschedulingintraday managementdata analysisreportingautomation
Soft skills
analytical skillsproblem-solving skillscommunication skillscollaboration skillsorganizational skillsdetail-orientedproactiveprocess-driven