This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is seeking a Workforce Manager based in the Netherlands. In this role, you will play a vital part in the performance and scalability of a customer support operation. As a workforce management specialist, you will oversee forecasting, scheduling, real-time operations, and workforce optimization across various support channels. You will work in a data-driven environment, leveraging analytics and AI performance monitoring to ensure service levels meet business objectives. The ideal candidate is a proactive problem-solver who can adapt to changing demands while maintaining efficiency. Collaboration with support leadership and cross-functional teams will be key to improving processes and enhancing customer experiences.

Verantwoordelijkheden

• Develop and maintain workforce forecasts using historical trends and performance data to ensure optimal staffing levels.
• Create and manage schedules across support channels, balancing efficiency with service-level objectives.
• Monitor real-time adherence, occupancy, utilization, and queue performance, making adjustments as needed.
• Oversee daily queue management activities, including routing and escalation workflows.
• Track and analyze workforce management metrics, providing actionable insights to leadership.
• Monitor AI-assisted support tools and identify optimization opportunities.
• Maintain operational dashboards and documentation to support decision-making.
• Partner with support leaders to improve workforce strategies and productivity.
• Contribute to continuous improvement efforts by identifying bottlenecks and recommending enhancements.

Vereisten

• 4+ years of experience in workforce management or contact center operations.
• Proven experience in building and managing workforce forecasts and schedules.
• Strong background in real-time queue management and workforce optimization.
• Advanced analytical skills with the ability to interpret large datasets.
• Proficiency with reporting and data analysis tools such as Excel, Google Sheets, or SQL.
• Experience with AI-powered customer support tools.
• Strong communication and stakeholder management skills.
• Familiarity with customer support platforms and workflow automation tools is desirable.
• Experience in SaaS or high-growth environments is an advantage.
• Ability to thrive in a fast-paced, remote-first environment.

Wat We Bieden

• Competitive salary package aligned with experience.
• Flexible remote working environment.
• Generous paid time off.
• Comprehensive healthcare coverage.
• Paid parental and medical leave programs.
• Access to mental health and wellness support resources.
• Retirement savings plan with employer contributions.
• Flexible spending and health savings account options.
• Life and accident insurance coverage.
• Monthly wellness allowance.
• Home office support for an effective remote workspace.
• Professional development opportunities.
• Collaborative team culture with regular connection and growth opportunities.

We appreciate your interest and wish you the best!