Workforce Planning Specialist

Lisboa
Permanente
Horário completo

Há 9 dias

ABOUT USIndie Campers, the go-to campervan Marketplace, is on a mission of making road trips available to everyone. Thanks to its digital approach and customer-centric orientation, Indie Campers has developed a strong booking experience and high-quality road trips at affordable prices.With over one million nights rented through our travel platform, we have welcomed more than 300,000 travelers from 169 countries. We offer a comprehensive and expanding array of road trip possibilities: short-term RV rentals, long-term campervan subscriptions, and the possibility of buying one of our vehicles available for sale.Rooted in a deep technological focus, our challenges are both exciting and demanding and require top talent and motivation to be successfully pursued. We are growing our team and looking for those interested in pursuing this dream with us and joining an ever-developing journey.THE ROLEWe are looking for a detail-oriented and analytical Workforce Planning Specialist to join our Global Support team. The Workforce Planning Specialist will be responsible for forecasting, capacity planning, and scheduling across our global support operations. This role ensures that we have the right number of agents, with the right skills, in the right place, at the right time to meet customer demand while optimizing efficiency and cost.Reporting directly to the Global Director of Support Strategy, the Workforce Planning Specialist will work closely with Support Operations, Data, and People teams. The role requires strong analytical skills, attention to detail, and the ability to translate complex data into actionable workforce plans that balance customer experience, employee engagement, and operational efficiency.WHAT WILL YOU WORK ON?Forecasting & Capacity Planning

Develop short-, medium-, and long-term workload forecasts based on historical data, seasonality, and business drivers.
Translate demand forecasts into staffing requirements at global, regional, and team levels.
Continuously monitor forecast accuracy, identify variances, and adjust assumptions accordingly.
Provide scenario planning to assess the impact of volume surges, new product launches, or policy changes.

Scheduling & Resource Allocation

Build and maintain agent schedules to ensure alignment between staffing supply and forecasted demand.
Design efficient shift patterns, rotations, and coverage models that balance service levels, cost, and employee well-being.
Implement and monitor scheduling standards, ensuring consistent adoption across regions.
Manage exceptions (e.g., holidays, training, absenteeism) to minimize service disruption.

Performance Monitoring & Reporting

Track and analyze workforce KPIs such as forecast accuracy, schedule adherence, shrinkage, occupancy, and service levels.
Develop regular reports and dashboards for leadership and local teams to support decision-making.
Identify trends and risks proactively, recommending corrective actions to maintain performance and customer satisfaction.

Process Improvement & Tool Enablement

Partner with Data and Ops Strategy teams to enhance forecasting models and scheduling tools.
Support the design, testing, and rollout of workforce management systems and policies.
Continuously review workforce planning processes to drive efficiency, scalability, and global consistency.

Cross-Functional Collaboration

Collaborate with Support Ops, People, and Support Strategy teams to align hiring, onboarding, and training plans with forecasted demand.
Partner with Product and Data teams to anticipate workload drivers and ensure readiness.
Provide input into strategic initiatives, including new markets, product launches, and organizational changes, from a workforce planning perspective.

WHO ARE WE LOOKING FOR?We're seeking a structured and analytical professional with proven experience in workforce planning and operations. The ideal candidate will have:

5 to 7 years of experience in workforce management, capacity planning, or operations analysis (preferably in a customer support environment).
Solid understanding of forecasting, scheduling, and real-time management concepts.
Experience with workforce management tools (e.g., Zendesk WFM or equivalent).
Strong data analysis and reporting skills, with proficiency in Excel/Sheets; SQL or BI tools are a plus.
Excellent organizational skills, with the ability to manage multiple priorities in a fast-paced global environment.
Strong communication skills with the ability to present complex data clearly to both technical and non-technical audiences.
A collaborative mindset with a focus on enabling teams and driving efficiency.
Fluency in English (mandatory); other languages are a plus.

KEY PERFORMANCE INDICATORS (KPIs)Success in this role will be measured by:

Forecast accuracy (variance vs. actual demand)
Schedule adherence and coverage effectiveness
Service level achievement and backlog stability
Optimization of staffing costs vs. demand coverage
Adoption and compliance with workforce planning processes and tools

Indie Campers

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