Do you want to change the world?
That's what we do at Cabify. Our goal is to make cities better places to live by improving the mobility of the people who live in them, connecting passengers and drivers with just the tap of a button. One day cities may be places where no one needs a private car, but we still have a long way to go… will you join us?
Founded in 2011, we have become Spain's first 'unicorn'. Our headquarters is in Madrid, but we are currently present in 38 cities across Spain and Latin America. And every month more people join our international team full of passionate, brilliant, and talented people eager to challenge the "status quo".
But no matter how fast we grow or how big we become, we want to maintain our 'start-up' spirit. We are a confident, energetic, professional, and charismatic team, and we are proud of doing things right. We like to think of ourselves as an ethical and innovative technology company that has created a business where everyone is treated fairly and respectfully, from our engineers to the drivers who use our platform. Additionally, we always fully comply with government regulations and respect local laws.
We have come a long way so far, but in reality our journey has only just begun. If we are going to turn our mission into reality, we need talented and ambitious people like you to join our team!
About the position
As a Workforce Planning and Real-Time Control Coordinator, you will have a key role in planning, optimizing, and controlling operational capacity, ensuring proper resource management and compliance with service levels.
Your mission will be to lead the Workforce Management strategy, ensuring accurate forecasts, adequate workforce planning, and data-driven decisions that allow us to maximize operational efficiency and optimize costs.
How will you help us fulfill our mission?
- Leading the medium and long-term Capacity Planning strategy to support hiring decisions, personnel movements, and vacation management.
- Supervising and validating forecasting, sizing, and scheduling models, ensuring accuracy and continuous improvement.
- Monitoring SLA compliance and key indicators such as occupancy, utilization, and adherence.
- Designing and executing contingency plans to respond to critical situations or unexpected demand variations.
- Analyzing the financial and operational impact of WFM deviations, proposing optimization actions.
- Leading the implementation of tools, automations, and process improvements within the area.
- Coordinating and developing the WFM team (Forecasting, Scheduling, and GTR), strengthening their performance and technical capabilities.
- Acting as a strategic partner between Operations, Customers, and support areas, aligning business needs with operational capacity.
What we are looking for
- Academic background: Professional or current student in Engineering, Statistics, or related fields.
- Experience: Minimum 2 years of proven experience leading WFM and GTR operations in contact centers, with a focus on planning, forecasting, and scheduling demand volumes, as well as personnel management for real-time and asynchronous channels.
- Technical skills: Solid knowledge in statistics, planning, database management, numerical analysis, data auditing, and process automation. Experience in personnel management and team leadership is also required.
What do we offer?
At Cabify we want you to enjoy your work as much as we do. You will find a positive environment, growth opportunities, and the possibility of making a real impact.
In addition, we offer you:
- Contract type: Permanent.
- Schedule: Monday to Friday.
- Fun events with the whole team.
- Employee discounts.
- Personal development programs.
- All the equipment you need (you just have to bring your talent).
- And last, but not least... free coffee!
Cabify is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all people, regardless of their origin, gender, religion, orientation, age, or ability. Join us!