Workforce & Data Analyst – Customer Care

Job title:

Workforce & Data Analyst – Customer Care

Company:

Wallbox

Job description

Present in 96 countries, we are dedicated to changing the way the world uses energy through advanced electric vehicle charging and energy management systems. We have the headquarters in Barcelona and manufacturing facilities in Spain (Barcelona), and the US (Arlington, Texas). We are rapidly becoming a leading company in the market.In 2021, we were listed on the New York Stock Exchange (NYSE WBX), allowing us to garner acclaim and win prestigious design awards (the IF Design, Good Design, and RedDot Awards).In 2022, we acquired ARES (an assembly electronics company) and COIL (Installers of turnkey EV charging solutions). One year later, in 2023, we acquired ABL, the leading German EV charger manufacturer, which has allowed us to have a stronger presence in Europe.The RoleThe mission of this role is to develop and maintain long-term forecasting models, ensure efficient capacity planning, and manage short-term forecasting. The primary focus is on creating staffing forecasts and schedules for our major markets, with the goal of delivering optimized monthly schedules to operations. This role plays a key part in establishing best practices for Workforce Management (WFM) globally and collaborating with the Customer Care leadership team to ensure the most efficient and effective WFM processes.Key Responsibilities

• Develop and maintain long-term forecasting models for all our markets
• Create staffing forecasts and schedules for the L1 team on a monthly basis
• Optimize and deliver monthly schedules to operations teams
• Lead capacity planning to ensure resources align with demand fluctuations
• Perform advanced data analysis using Tableau and Snowflake to support forecasting and capacity planning
• Generate dashboards and reports in Tableau to visualize key Workforce Management metrics and trends
• Utilize Snowflake to access and manage large datasets, ensuring data accuracy and integrity in WFM processes
• Participate in projects focused on the development and optimization of WFM processes
• Continuously evaluate and challenge current WFM strategies and suggest improvements
• Collaborate closely with the Customer Care leadership team to align WFM practices with overall business objectives
• Contribute to establishing best practice WFM processes globally within the first 6 months

Requirements

• Minimum 4 years of experience in a Workforce Management (WFM) role
• Hands-on experience with all WFM processes: budgeting, forecasting, capacity planning, scheduling, real-time management, and performance analysis
• Proficiency in data analysis tools, particularly Tableau for data visualization and Snowflake for managing large datasets
• Experience working in mid-to-large size Customer Care Team (50 to 100 agents)
• Strong communication skills, with the ability to simplify complex WFM concepts for different audiences (agents and leadership)
• A mindset that challenges the status quo and continuously seeks improvement
• Proactive approach, with a bias toward action when identifying inefficiencies or opportunities for improvement
• Experience in generating data-driven insights that directly influence Workforce Management strategies

Benefits

• Hybrid work arrangement consisting of four days in the office and one day working from home each week, along with half-day Fridays
• Private Medical Insurance after your first month at Wallbox
• Flexible compensation tickets valid for transportation, childcare, and restaurant
• Unlimited access to LinkedIn for all your learning and development needs
• Car discounts & special advantages if you choose an EV
• Stock purchase plan
• Variety of breakfast and lunch dishes, every day, at a discounted price at our canteen

Please upload your CV in English*At Wallbox, we’re committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We strive to be a more equal-opportunity workplace.

Expected salary

Location

Barcelona

Job date

Sat, 26 Oct 2024 22:17:29 GMT

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