WFM Manager – Amsterdam

This Workforce Management Team is looking for a WFM Manager for our client located in Amsterdam, Netherlands. We are looking for an experienced WFM Manager to work closely with both internal and external Workforce management teams.


Responsibilities:

  • Partner with our Capacity Planning team to develop and administer center-wide shift realignments necessary to improve service levels and maximize agent utilization
  • Lead weekly staffing review meetings with management detailing previous and current week’s performance and forecasted performance of remainder of current week and next week, while also identifying risks
  • Proactively analyze trends and input on improving metrics including service levels, adherence, forecast vs actual variances and agent utilization
  • Initiate & secure lead on internal WFM projects
  • Lead external projects with WFM impact – particularly focusing on our clients needs
  • Track, analyze and report on center and agent performance utilizing multiple reporting tenants and our workforce management systems
  • Develop and assist in maintaining agent schedules
  • Be responsible for the tracking and auditing of headcount

 

Qualifications/Competencies:

  • Must have a minimum of 2 years of workforce management experience or equivalent, with at least one year of CS specific experience
  • Must have extensive experience using scheduling tools & WFM software
  • Ability to partner with Operations to ensure plans are being executed appropriately
  • Design, develop and maintain reporting and business intelligence solutions
  • Proficient in MS Word, MS Excel, MS PowerPoint, G-Suite
  • Strong mathematical, analytical, communication, and organization skills
  • Experience working with smaller queues and languages, is preferred

 

Following are desirable requirements:

  • Previous experience in similar functions
  • Basic knowledge of programming, preferably VB and SQL
  • Basic knowledge of Business Intelligence tools

 

What can you expect from our client?

  • A salary between 3,500 and 5,000 euros gross per month.

Interesse?

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