Senior Workforce Planning Analyst

Senior Workforce Planning Analyst

Department: Customer Support

Employment Type: Full Time

Location: EMEA-Spain

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.

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 re...