Global Workforce Manager (Customer Care)

  • Barcelona, Spain
  • Employees can work remotely
  • Full-time

Company Description

DocPlanner builds practice management software for the healthcare sector in SaaS model. We help 130,000 doctors and clinics digitalise their practices and deliver an exceptional patient experience. We also run marketplace websites that allow 80 million patients monthly to easily find the right doctor and book an appointment.

Our mission is to “make the healthcare experience more human”.

DocPlanner was founded in 2012 in Poland. Our team today numbers over 2,200 people based in offices in 7 countries: Poland, Spain, Germany, Turkey, Italy, Mexico and Brazil. We are backed by awesome and leading venture capital funds including Point Nine Capital, Goldman Sachs Asset Management and One Peak Partners from whom we’ve raised a total of €300 million to date.

“Culture eats strategy for breakfast” - Peter Drucker. We believe in that. If so do you - come along!

Job Description

Why you should be interested: 

  • Impact: Work with operations leadership across multiple teams and sites to optimize our workforce model. Be the end to end owner of the workforce planning, execution & analysis, in collaboration with our country support managers, to ensure the entire process is efficient, effective and at a high quality level. 

  • Communication: Partner closely with internal teams (Team Leads, PM, WFM, Success, Sales, etc.) to understand the inputs we are using and the trends we are seeing in actuals vs. forecasts. Proactively communicate analysis of performance to Live Operations managers and surface areas of improvement to cross-functional teams to develop continuous improvement initiatives focused on agent efficiency and effectiveness.

  • Analytics: Analyze intraday historical volumes, contact ratio, AHT, occupancy, SLA, schedule adherence, shrinkage and attrition giving suggestions and inputs to improve our services. Develop and maintain interval, daily, weekly, monthly and yearly guidance on staffing allocation to comply with specific KPIs and Service Goals.

  • Growth: Build up and Coordinate a team of Workforce Real-time Analysts to improve planning & real-time management based on analysis identifying opportunities to improve agents performance. 

 

Qualifications

We’d love to meet you if: 

  • You have gathered several years of experience in workforce management, workforce analytics in BPO and/ or multi-site operations 

  • You are a highly empathetic people manager with a self-starter attitude

  • You have worked with data visualization tools (i.e. Tableau and Excel) as well as with workforce planning tools before

  • You bring an analytical and problem-solving mindset as well as very good mathematical skills

  • You have already supported organization - wide projects, ideally in an international environment 

  • You speak business fluent English, additional languages (Spanish, Italian, Polish, German) are a plus 

 

Additional Information

You will get in return:

  • 💶 Competitive salary adequate to your experience and skills
  • ✌ Off days package.
  • 🎉 Additional paid holiday on your birthday/work-anniversary to celebrate with your loved ones or to have a self-care day!
  • 📈 Share options plan after 6 months working with us.
  • ✈️ Relocation package (from a different city or country).
  • 🇬🇧 Free English classes.
  •  Flexible working hours (plot twist: this is true).
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