Workforce Planning & Routing Specialist

Location: Barcelona, Passeig de Gràcia, Spain · Hybrid; office attendance with 1 remote day per week and 15 additional remote days per year

Company

hirify.global provides an all-in-one platform for the wellness industry, combining boutique fitness and technology to support bookings, payroll, marketing, and business operations.

What you will do

• Forecast support volumes by day, hour, channel, and language.
• Build weekday schedules, weekend rotations with at least two people scheduled on every weekend day, and plans for holidays and absences.
• Configure Intercom queues, assignment rules, language routing, and Fin handoff rules so every handoff reaches a person.
• Maintain escalation paths to Level 2 for billing, payment cases, app issues, quality concerns, and bugs.
• Monitor response times and backlogs, alert Team Leads, and review unassigned and unanswered conversations daily.
• Create Intercom automations, tags, and views to reduce manual work.

Requirements

• 2+ years of experience in workforce management, support operations, or a similar planning role.
• Hands-on experience with Intercom, Zendesk, or similar support platforms, including setting up rules, managing queues, and configuring automations.
• Strong analytical skills, including confident spreadsheet work, data analysis, and forecast building for planning and decision-making.
• Fluent English and the ability to communicate clearly with different stakeholders.

Nice to have

• Experience with multi-language support operations.
• Experience with Excel or BI tools.

Culture & Benefits

• Claude account and a monthly AI tools budget.
• Alan health insurance fully covered, DKV dental coverage, mental health support, and paid sick leave.
• Wellhub access to gyms, studios, and wellness apps.
• Alan Flex for tax-free meal, transport, and nursery payments from gross salary.
• Office on Passeig de Gràcia, summer Fridays in August, and an international team across Europe, the US, and APAC.

Hiring process

• Introduction call with Talent Acquisition.
• First interview with CSM Enablement, followed by a second interview with the Customer Care Team Leader.
• Third interview with the Head of CSM.