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bsport

Workforce Planning & Routing Specialist

bsport

. Manage forecasts by day, hour, channel and language, including Fin volumes and the ramp-up of new hires; Level 2 is covered as well .

Posted 10/22/2026full-timeBarcelona • SpainJuniorMid-LevelWebsite

Core Competencies

Role fit
Core Competencies

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Demonstrates expertise in workforce management and support operations, with a strong focus on configuring Intercom and managing service-level agreements. Proficient in data analysis and forecasting, ensuring effective communication with stakeholders.

Highest-signal resume keywords
Workforce ManagementIntercom ConfigurationData AnalysisForecastingStakeholder Communication

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Workforce ManagementData AnalysisForecastingIntercom ConfigurationQueue ManagementAutomation SetupExcel ProficiencyBI Tools Familiarity
Soft Skills
Strong Analytical SkillsClear Communication
Tools & Technologies
IntercomZendesk
Industry Keywords
Support OperationsService-Level AgreementsMulti-Language Support

About the role

Key responsibilities & impact
  • Manage forecasts by day, hour, channel and language, including Fin volumes and the ramp-up of new hires; Level 2 is covered as well
  • Plan weekday rotas and weekend rotations, with at least 2 people on every weekend day
  • Manage holidays and absences
  • Configure Intercom queues, assignment rules and language routing
  • Maintain Fin handoff rules so every handoff lands with a person, never in an empty inbox
  • Define escalation paths to Level 2 for billing, payment cases, app, quality and bugs
  • Monitor response times and backlog
  • Alert Team Leads about service-level issues
  • Perform daily sweeps of unassigned and unanswered conversations
  • Configure Intercom automations, tags and views to remove manual work

Requirements

What you’ll need
  • 2+ years of experience in workforce management, support operations, or a similar planning role
  • Hands-on experience with Intercom, Zendesk, or similar tools, including setting up rules, managing queues, and configuring automations
  • Strong analytical skills
  • Confidence working with spreadsheets, analysing data, and building forecasts
  • Fluent in English and comfortable communicating clearly with different stakeholders
  • Nice to have: Multi-language support operations
  • Nice to have: Excel or BI tools

Benefits

Comp & perks
  • Your own Claude account and a monthly AI tools budget
  • Alan health insurance fully covered by bsport
  • DKV dental
  • Mental health support
  • Paid sick leave
  • Wellhub access to thousands of gyms, studios and wellness apps
  • Alan Flex: pay meals, transport and nursery from your gross salary, tax-free
  • Office on Passeig de Gràcia
  • 1 remote day/week + 15 extra days/year
  • Summer Fridays in August
  • International team across Europe, the US and APAC