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Workforce Manager - Amsterdam

Job Description

Our client who is one of the fastest growing companies internationally is looking for a self motivated, proactive and 'go getter' to work as their Workforce Manager. As Workforce Manager you will be expected to ensure that the teams outputs are fully optimized through efficient and effective planning. You will be required to provide insights, measurement techniques and data and metrics needed for making decisions for optimization.

Main Tasks

  • Creating and maintaining a FTE forecast byworking closely together with our clients Business Intelligence team;
  • Based on daily / weekly inbound volumes, determine hours of operation per language / cluster;
  • Responsible for the preparation of Customer Support team work schedules and the administration of changes in the work schedules;
  • Ensure Service Level Agreement's are being met effectively by intraday management, collaborating with Team Leads on queue monitoring, real-time schedule changes and managing downtime on a daily basis;
  • Provide feedback for future hiring needs including attrition planning and reporting;
  • Collaborate with Customer Support Team Leads and Cluster Managers to achieve and maintain KPI's;
  • Maintain appropriate records of workload and results on a daily basis;
  • Timely reporting


  • Highly analytical and a critical thinker;
  • Ability to drive and manage projects;
  • Prior experience and operational knowledge of Workforce Management in a contact center is a must;
  • Ability to balance business needs versus employee needs;
  • Excellent communication skills;
  • Knowledge of reporting methodology, principles and procedures
  • Proficient using Microsoft Office, Excel at expert level.
  • Experience with SQL is a plus;
  • Good planning, time management and organizational skills;
  • BSc or MSc in a quantitative field, such as Math, Physics or comparable is a plus;
  • Willing to work/travel within the Netherlands one day per week.

Ref: 2315 - 6022


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