Sabio Group

WFM Specialist

Sabio is a Global company and the leading independent UK Contact Centre solution supplier.  We work with leading brands and partners across the globe, helping them to build high quality, secure, robust platforms and solutions. 

Sabio provides expertise and solutions that our customers’ need to respond to the ever-changing world. Our powerhouse products and expertise are mainly around creating state-of-the-art real-time communications platforms, and contact centre system integration.  As Sabio we love what we do. We love to learn, we love to experiment, and we love to build the best products, deliver the customer experience we can using the best tools we can find and build. We're brave, we work hard and at our core we are about quality.  We want to be challenged and be encouraged to 'dare'. We have a strong problem-solving engineering background and ‘can-do’ attitude, which remains at the centre of everything we do.  

We are currently looking for a passionate and enthusiastic WFM Specialist to join our Madrid Team

We look for people with the right cultural fit having what it takes to drive our business forward. We also look for people who are keen to develop new knowledge and skills, because our growth is ultimately dependent on yours. You will play an important role in driving change within our business, joining a department that is continually on a journey of change.

Key Responsibilities

  • Analysis of the processes in the planning area: calculation of forecasts, dimensioning calculations to design the best implementation model for customers. 
  • Implementation, testing and commissioning of analytical and optimisation solutions that meet customer needs. 
  • Design and implementation of best practice Workforce Management tools and processes in the planning areas.

Skills Knowledge and Expertise

  • Experience in planning: performing forecast calculations, sizing calculations, strategic planning, reporting and dashboard design. 
  •  Experience in the control of operational and occupancy statistics, workload efficiency processes and real time control. 
  • Experience in the use of Workforce management tools, Genesys Cloud WEM 
  • Analytical, organisational and problem-solving skills.  
  • Analytical ability to identify and define proposed indicators and KPIs. 
  • Good command of office tools, especially Excel 
Bonus skills: 
  • Experience or knowledge of BI Solutions such as Power BI 
  • Knowledge of contact centre management tools such as Avaya, Cisco, Altitude, etc.


This is your chance to join and friendly and passionate team that will motivate you to learn and develop your career in the company.

Benefits may include:

Pension Scheme
Remote/Flexible work
Life insurance
Private health
Plus many more! (Benefits are dependant on your base location.)

The Small Print

Strictly No Agencies; any submission of resumes without prior request from Sabio Group will not be deemed as an introduction and therefore will not warrant an introduction fee. All applicants must have the right to work in the territory to which the role relates (UK & EU). Sabio Group are unable to offer sponsorship on any roles advertised. 

Apply now
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Employment Type
Full Time
Reporting to
Head of PS Spain

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Sabio Group
Did you know?
Sabio is Spanish for 'wise', and is associated with King Alfonso X 'El Sabio' (1221-1284).
The name Sabio reflects the importance we place on the quest for knowledge, achievement and embracing the benefits of the diversity.
Discover more about Sabio