Senior Workforce Manager

About UsPerk (formerly TravelPerk) 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. By eliminating this shadow work that wastes hours, erodes morale, and saps innovation, we’re on a mission to power real work, with real impact.We’re trusted by more than 10,000 companies worldwide, including Wise, On Running, Breitling, and Fabletics, and we’re tackling the 7 hours of lost productivity per employee each week, a $1.7 trillion problem.Founded in 2015, Perk has grown into a global company of more than 1,800 people across 12 offices globally, with headquarters in London and Boston. We combine innovation, control, and simplicity to transform how businesses work and how people feel at work.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.Visit www.perk.com to learn more.We are looking for a strategic Senior Workforce Manager - WFM for our Customer Operations to help us continue delivering a 7‑star experience to our customers. Consequently, we have the ambition to not only ensure a delightful experience for our customers when interacting with our in‑house 24/7 Customer Care team, but also to utilise Product & Engineering resources to optimise the product in such a way that incoming contacts are reduced.We are aiming higher than ever, and we want to grow exponentially. A delightful customer experience when interacting with our product & Customer Care team is critical to help us achieve our big audacious goal of 1 million happy travellers per day. That’s why we have come to the conclusion that we need youAs a Senior Manager - WFM at Perk, you will:Optimize and manage our workforce management framework, including implementation of both short‑ and long‑term forecasting, capacity planning and budget for the global footprint of Customer Care. You will take full ownership of the network on Workforce Management across all the outsources partners.Optimize Planning to execute short‑ and long‑term projects, to ensure we are in line with the company growth, Gross Margin, Cost per Booking and Cost to Serve metrics. You will take ownership of all WFM areas.Identify the best billing and operating model for our various lines of businesses to optimise performance and reduce wastage, and to optimise for the seasonality factors and reduce operational effort of the in‑house WFM team.Perform quantitative analysis of key process indicators (Demand Drivers, Contact Ratio, CSAT and other metrics) and build business cases to improve Customer Journey and lead comprehensive execution plans for supporting customer experience improvement initiatives. To succeed, you will work with a variety of internal stakeholders, including Marketing & Product.Partner with cross‑functional teams to solve problems, ensure productive communication and implementation of processes, and to build a strong operational infrastructure globally.To succeed, you will work closely with our Strategic Finance, Customer Care Operations, Product and external providers to make sure we provide a 7‑star experience at optimal cost while accommodating our growth.In this role, you will report to the Senior Director of Planning and workforce and you will be based in Barcelona. If you’re ready to take off with us, keep readingWhat We’re Looking For8+ years of experience with workforce management and customer care operations projects such such as improvement of efficiency, quality, costs etc. including experience with outsourced service providers. Ideally from a global BPO environment.Strong understanding of WFM principles and the functionalities of the common WFM tools in the market like IEX, Calabrio, Verint, Amazon connect, Zendesk, Avaya, data suites like Looker, Tableau, etc.Demonstrated knowledge of customer experience tools and systems including best practices.Strong business acumen with an ability to understand the direction and goals of the business.Strong analytical background – 7 Quality tools, SPC, Hypothesis Testing, Regression Analysis.Strong understanding of forecasting, planning, scheduling and real‑time management methodologies.Ability to work independently, anticipate problems and suggest solutions.Ability to communicate effectively, influence and drive change while building rapport and credibility quickly with all levels in the organisation.Fluent written and verbal communication in English.Bonus points for:Travel sector experienceManaging external WFM teamsUnderstanding of correlations with other areas in customer careExperience deploying AI solutions customer careExperience with relevant applications, including but not limited to:Multi‑channel operations i.e. voice support, email. RM/Customer Support Tools (Zendesk, Intercom, Kustomer, Salesforce.com). Word Processing/Spreadsheet Applications (Microsoft Office). Basic SQL.How We WorkAt Perk, we take an IRL‑first approach to work, where our team works together in‑person 3 days a week. As such, this role requires you to be based within commuting distance of our hubs. We fundamentally believe in the value of meeting in real life to improve connectivity, productivity, creativity and ultimately making us a great place to work.For certain roles, we can help with relocation from anywhere in the world, English is the official language at the office. Please submit your resume in English if you choose to apply. Do not forget to submit an updated portfolio and/or resume.Perk is a global company with a diverse customer base, and we want to make sure the people behind our product reflect that. We’re an equal opportunity employer, which means you’re welcome at Perk regardless of how you look, where you’re from, or anything else that makes you, well, you.Protect Yourself from Recruitment ScamsAll official communication from Perk will always come from email addresses ending in @perk.com or @externalperk.com, our verified social media channels, or recruiters listed on our official LinkedIn page. We will never ask you to pay for equipment, training, or fees, request sensitive personal information such as bank details early in the process, or communicate through unofficial apps like WhatsApp, Telegram, or Signal. If you receive a message claiming to be from Perk that seems suspicious, please do not respond. Forward it to security@perk.com, and we will confirm whether it is legitimate. #J-18808-Ljbffr