WFM Sr. Specialist

We power people's progress.

At Preply, we’re all about creating life-changing learning experiences. We help people discover the magic of the perfect tutor, craft a personalized learning journey, and stay motivated to keep growing. Our approach is human-led, tech-enabled - and it’s creating real impact. So far, 90,000 tutors have delivered over 20 million lessons to learners in more than 175 countries. Every Preply lesson sparks change, fuels ambition, and drives progress that matters.

Meet the team!

Welcome to Preply’s Customer Support squad – the driving force behind delivering exceptional support experiences for our global community of learners and tutors.

We’re not just a support team; we’re performance-driven collaborators dedicated to setting new standards for excellence. At the heart of our mission is ensuring our customer support agents have the tools, guidance, and motivation they need to excel in providing the best customer support to learners and tutors. By fostering agents’ growth, enhancing their skills, and creating an environment of continuous improvement, we empower them to deliver outstanding service every day.

At Preply, we believe the success of our learners and tutors starts with the success of our team. If you’re passionate about driving agent performance, and creating impactful change, this is the role for you!

What you’ll be doing:  

• Collaborate closely with the Customer Support Management and the Hub Operations team in the achievement of our agent’s hours cost, productivity and service levels and quality objectives through effective workforce management.
• Workforce planning and forecasting: Analyzing historical data, trends, and seasonality of contact volume patterns to predict future workload demands, ensuring optimal agent staffing levels to meet service level objectives. 
• Scheduling and Capacity Management: Creating and managing agent schedules to align to anticipated demand, preventing under or overstaffing scenarios
• Daily and Real Time Monitoring and Adjustment: Overseeing live operations to ensure adherence to schedules, making immediate adjustments to effectively respond to any unexpected understaffing or overstaffing situations that might occur and promptly solving any crisis that may impact service levels. This includes, but not limited to, agent re-skilling, re-arrangement of holidays and leveraging overtime.
• Performance Analysis and Reporting: Build effective daily, weekly, and monthly reports (Examples: Agent attendance, forecast accuracy, staffing & adherence)
• Continuous improvement through data insights: Provide proactive solutions on how to improve SLAs, forecast accuracy, schedule adherence, customer support routing setups and processes impacting productivity, among others.
• Budget Management: Maintain and provide budget related data, including projected FTE requirements, employee turnover rate, contact volume and attrition rate. Aim to optimize for cost while also reaching service, quality, and agent engagement objectives.
• Technology utilization: Leverage workforce management specialized tools (Assembled) and stay updated on industry trends to enhance operational efficiency.

What you need to succeed:

• An analytical and people oriented professional ready to offer realistic solutions based on data insights to optimize for agent’s productivity and hours cost,  while also protecting service levels / quality and agents’ performance, engagement, and attrition
• 3+ years of experience in workforce management roles. Experience on both the BPO and BPO’s client side is not required, but highly valued
• Degree in a Business, Engineering, or Statistics related field preferred or equivalent work experience
• Aptitude for effective workforce related data analysis and reporting (familiar with Excel, SQL, Looker, and JIRA)
• Experience working directly with Workforce Management Contact Center tools for Real-time Monitoring, Scheduling or Forecasting (such as Calabrio, Assembled, Injixo, etc) and familiarity with other core CS tools (such as CRMs)
• Excellent verbal and written communication skills in English
• Ability to juggle multiple and changing priorities efficiently and effectively

Why you’ll love it at Preply

• An open, collaborative, dynamic and diverse culture;
• A generous monthly allowance for lessons on Preply.com, Learning & Development budget and time off for your self-development;
• A competitive financial package with equity, leave allowance and health insurance;
• Not in Barcelona? We offer an attractive relocation package to join us in our Preply Barcelona Hub
• Access to free mental health support platforms;
• Access to Gympass-partnered wellness and gym centers throughout Spain to promote and support well-being and physical health; 
• The opportunity to unlock the potential of learners and tutors through language learning and teaching in 175 countries (and counting!).

Our Principles

• Care to change the world - We are passionate about our work and care deeply about its impact to be life changing.
• We do it for learners - For both Preply and tutors, learners are why we do what we do. Every day we focus on empowering tutors to deliver an exceptional learning experience.
• Keep perfecting - To create an outstanding customer experience, we focus on simplicity, smoothness, and enjoyment, continually perfecting it as every detail matters.
• Now is the time - In a fast-paced world, it matters how quickly we act. Now is the time to make great things happen.
• Disciplined execution - What makes us disciplined is the excellence in our execution. We set clear goals, focus on what matters, and utilize our resources efficiently.
• Dive deep - We leverage business acumen and curiosity to investigate disparities between numbers and stories, unlocking meaningful insights to guide our decisions.
• Growth mindset - We proactively seek growth opportunities and believe today's best performance becomes tomorrow's starting point. We humbly embrace feedback and learn from setbacks.
• Raise the bar - We raise our performance standards continuously, alongside each new hire and promotion. We build diverse and high-performing teams that can make a real difference.
• Challenge, disagree and commit - We value open and candid communication, even when we don’t fully agree. We speak our minds, challenge when necessary, and fully commit to decisions once made.
• One Preply - We prioritize collaboration, inclusion, and the success of our team over personal ambitions. Together, we support and celebrate each other's progress.

Diversity, Equity, and Inclusion

Preply is committed to creating a diverse and inclusive environment where people from all backgrounds can thrive. Different opinions and viewpoints are key ingredients in our success as a multicultural Ed-Tech company. 

Preply will consider all applications for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or veteran status. Together, we are The World Class.

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