Senior Workforce Manager - Perk, Barcelona

Role Overview

As a Senior Workforce Manager at Perk, you will play a critical role in optimizing our customer operations and ensuring a delightful experience for our customers. You will be responsible for managing and optimizing our workforce management framework, including forecasting, capacity planning, and budget management. You will also collaborate with Product & Engineering to identify opportunities to improve the product and reduce incoming contacts. This position requires a strong analytical skillset, understanding of billing and operational models, and proven experience in managing a WFM network. The ideal candidate will demonstrate experience in optimizing processes to improve customer journeys, reduce contact ratios, and improve customer satisfaction (CSAT) metrics. In this role, you will manage outsourced vendors, optimize performance and reduce wasted operational effort of the in-house WFM team, and perform quantitative analysis of key process indicators. If you are passionate about workforce management and have a proven track record of success, we encourage you to apply.

A Day in the Life

Here’s what a typical day might look like:

• Start the day by reviewing the previous day’s performance metrics and identifying any areas that need attention.
• Participate in meetings with stakeholders from various departments to discuss workforce planning and resource allocation.
• Analyze contact volume trends and adjust staffing levels accordingly.
• Work on optimizing billing models to drive better performance and reduce costs.
• Identify areas for process improvement and collaborate with the team to implement changes.
• Build business cases for process changes and improvements to customer journey.
• Manage outsourced vendors and work with them to ensure they are meeting performance goals.
• Respond to ad hoc requests for data and analysis.

Why Barcelona?

Barcelona is a vibrant and cosmopolitan city with a rich history and culture. The city is home to a diverse population, and there is always something to do. Barcelona is also a major tech hub, and there are many opportunities for career growth and development. Working at Perk in Barcelona means being part of a dynamic and innovative team. Barcelona also boasts a high quality of life, great weather, and proximity to both beaches and mountains, offering a fantastic work-life balance.

Career Path

The Senior Workforce Manager role provides a great opportunity for career growth and development. You can advance to roles such as Director of Workforce Management, VP of Customer Operations, or other leadership positions within the company. Perk is committed to helping its employees grow and develop, and we offer a variety of training and development programs to help you reach your full potential.

Salary & Benefits

The salary range for this position is estimated between $75,000 and $110,000 USD per year, depending on experience and qualifications. We also offer a comprehensive benefits package, including health insurance, paid time off, retirement plan, employee stock options, and wellness programs. Perk values the well-being of its employees and provides perks such as free lunches, team-building activities, and travel discounts.

Perk Culture

At Perk, we're driven by our values, like being an owner, delivering a 7-star experience, and working as one team. We value curiosity, purpose, and mindset, not just knowledge, to unlock the power in your potential. Our talent team brings together leading minds from the travel and SaaS industries, representing over 70 countries. If you’re excited about having a real impact and shaping how millions of people experience work, we’d love you on the team. We foster a culture of innovation, collaboration, and continuous learning. We believe in empowering our employees to take ownership of their work and make a real impact. We are committed to creating a diverse and inclusive work environment where everyone feels valued and respected.

How to Apply

If you are interested in this position, please submit your resume and cover letter through our online application portal. Be sure to highlight your relevant experience and qualifications, and explain why you are a good fit for Perk. We look forward to hearing from you!

FAQ

1. What is Perk?

   Perk is the intelligent platform for travel and spend management. Built to tackle the time-consuming, manual work that gets in the way of real work, our tools automate everything from travel bookings to expenses, invoice processing, and more.

2. Where is Perk located?

   Perk has offices in 12 locations globally, with headquarters in London and Boston. This role is based in Barcelona, Spain.

3. What are the core values of Perk?

   Our core values include being an owner, delivering a 7-star experience, and working as one team. We value curiosity, purpose, and mindset, not just knowledge.

4. What is the company culture like?

   Perk fosters a culture of innovation, collaboration, and continuous learning. We believe in empowering our employees to take ownership of their work and make a real impact.

5. What benefits does Perk offer?

   We offer a comprehensive benefits package, including health insurance, paid time off, retirement plan, employee stock options, and wellness programs.

6. What is the salary range for this position?

   The salary range for this position is estimated between $75,000 and $110,000 USD per year, depending on experience and qualifications.

7. What are the key responsibilities of this role?

   Key responsibilities include optimizing and managing the workforce management framework, implementing forecasting and capacity planning, and identifying opportunities to improve customer journey and reduce contact ratios.

8. What qualifications are required for this role?

   We require extensive experience in workforce management, strong analytical skills, and proven ability to develop and implement forecasting models.

9. How can I apply for this position?

   You can apply for this position by submitting your resume and cover letter through our online application portal.

10. What are the opportunities for career growth at Perk?

    Perk is committed to helping its employees grow and develop, and we offer a variety of training and development programs to help you reach your full potential. You can advance to roles such as Director of Workforce Management or VP of Customer Operations.