Workforce Manager

As a Workforce Manager, you are at the heart of our customer service operation. You ensure we have the right people at the right time in the right place, overseeing the planning, forecasting, and scheduling of customer service operations to deliver outstanding service to our customers every day.

• Forecast & plan smartly: Build accurate forecasts and create schedules that match customer demand according to past data, trends and seasonal variations.
• Turn data into action: Analyse KPIs like service levels and occupancy, and identify improvement opportunities.
• Collaborate across teams: Work closely with Team Leads and Customer Service Management to align planning with business goals.
• Drive performance insights: Deliver clear reports and actionable recommendations.
• Continuously improve: Optimize processes, tools, and ways of working.
• Stay in control during peaks: Manage unexpected changes with strong contingency planning.
• Support: Support the Head of International Customer Service and handle urgent escalations when needed outside working hours.

• A Bachelor's degree in Business Administration, Operations, or a related field.
• 3-5 years of experience in Workforce Management, ideally within a contact center.
• Strong analytical skills and confidence working with WFM tools and data.
• Clear communication skills and the ability to collaborate across teams.
• A structured, detail-oriented mindset and the ability to manage multiple priorities.
• Proficiency in English; additional languages are a plus.

• Have a sharp eye for detail.
• Enjoy coaching and supporting others.
• Keep the customer at the center of every decision.
• Take the lead and drive progress.
• Solve problems with a proactive mindset.
• Focus on achieving results and making an impact.

• Base salary from EUR 33,000 - 40,000 per year gross, based on a full-time employment of 40 hours per week.
• 26 working days for vacation or other personal time.
• 60% working in our office in Barcelona; 40% remote.
• Possibility to work fully remote with workation options.
• Employee discount on ambient lighting for home office.
• Fully equipped home office after 6 months.
• Choice between transportation or restaurants allowance after 6 months.
• Private health insurance fully covered by us after 6 months.
• Opportunities to learn and grow; knowledge and development is key.
• Monthly afterwork gatherings with colleagues.

We are a fast-growing international organization with 39 webshops in 31 European countries. Our head office is based in the Netherlands, with growing customer base and additional offices in Barcelona (Spain) and Kraków (Poland). We manage most of our customer service queries from Barcelona and Kraków, and you may also work for a sister company within the LUQOM Group.