WFM Manager

Tractive; Linz; Vor Ort; EUR 50 000 - 70 000; Vollzeit

Zusammenfassung

A dynamic technology company in Austria seeks a WFM Manager to oversee workforce planning and management for a global support team. The successful candidate will have 3–5 years of experience in call center operations and a strong background in data analysis. Responsibilities include driving workforce efficiency, building tailored WFM models, and analyzing performance trends. The role offers full-time employment with ample opportunities for personal and professional growth.

Qualifikationen

• 3–5 years of experience in call center operations, ideally in a global or multi-channel environment.
• Hands-on experience with workforce management tools and analytics.
• Strong background in forecasting and planning across various communication channels.

Aufgaben

• Drive workforce management and planning to meet service level expectations.
• Build WFM models based on project-specific requirements.
• Analyze historical data to support forecasting and capacity planning.

Kenntnisse

Call center operations experience

Workforce management tools

Forecasting and planning

Microsoft Excel proficiency

Data analysis

Strong communication skills

Jobbeschreibung

Join to apply for the WFM Manager role at Tractive

As part of our Customer Experience team, you will:

• Drive workforce management and planning across our global support team to meet service level expectations
• Build tailored WFM models based on project‑specific requirements and update them regularly
• Analyze historical data to support forecasting and capacity planning for multiple support channels (calls, chat, email)
• Calculate staffing requirements for ad hoc needs and new project launches
• Develop and maintain optimal scheduling aligned with forecasted volume and SLAs
• Monitor operational KPIs including shrinkage, adherence, and occupancy to ensure workforce efficiency
• Communicate performance trends and improvement recommendations to stakeholders
• Identify and implement improvements in workforce planning processes and tools
• Provide guidance and support to the team on WFM‑related best practices and methodologies
• Maintain flexibility to adapt to business needs and time‑sensitive requests
• Bring in your fresh ideas to make Tractive better – you’ll never hear the phrase “...because that’s how we’ve always done things”
• Continuously grow personally and professionally, take ownership of areas that show your potential, and attend workshops which help you get to the next level

Your profile

Key requirements:

• 3–5 years of experience in call center operations, ideally in a global or multi‑channel environment
• Hands‑on experience with workforce management tools and analytics
• Strong background in forecasting and planning across various communication channels
• Advanced proficiency in Microsoft Excel and data analysis; SQL knowledge is a plus
• Strong communication skills with the ability to collaborate across departments
• Self‑motivated, detail‑oriented, and able to handle multiple priorities in a fast‑paced environment

Does this sound like you?

• A problem solver who thrives on making operations run smoothly
• Analytical and structured in your approach to challenges
• Curious and always looking to optimize and improve
• Passionate about Tractive’s mission and products
• Excited to work in Austria alongside an outstanding team

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Customer Service

Industries

Computers and Electronics Manufacturing

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