Global Workforce Strategy Lead – Forecasting, Transformation & Growth

Europ Assistance; Brussel Hoofdstad; Sur place; EUR 90 000 - 130 000; Plein temps

Résumé du poste

Redion Northern Europe is seeking a Senior Workforce Manager to lead and grow Workforce Management across the Northern Europe region. You will balance operational performance, customer experience and efficient resource allocation.

Your role includes forecasting, capacity planning and staffing strategies, identifying risks, and driving continuous improvement within a multi-country environment. Fluency in French and/or Dutch is required; German is a plus.

Qualifications

• Minimum 5 years of experience in Workforce Management.
• Proven experience in forecasting, workforce planning, scheduling and capacity management.
• Experience in a call center, assistance or customer operations environment is strongly preferred.
• Experience in leading and developing teams.
• Strong knowledge of Workforce Management methodologies and tools.
• Knowledge of Verint is an asset.
• Experience in a multi-site and/or international environment is an advantage.

Responsabilités

• Lead forecasting, capacity planning and workforce modelling for short-, medium- and long-term business needs.
• Translate business objectives into workforce requirements and staffing strategies.
• Anticipate workforce risks, operational impacts and capacity constraints, and provide actionable recommendations.
• Establish and continuously improve Workforce Management frameworks, standards and governance.
• Optimize staffing levels, scheduling and workforce allocation to meet service and productivity targets.
• Monitor workforce performance and drive continuous improvement initiatives.
• Develop reporting, dashboards and workforce analytics to support decision-making.
• Lead, coach and develop the Workforce Management team.
• Act as a strategic partner to Operations, HR, Finance, IT and business stakeholders.
• Drive transformation, automation and adoption of Workforce Management best practices.

Connaissances

Workforce Management

Forecasting

Capacity planning

Data analysis

Stakeholder management

Leadership coaching

Multi-country operations

Verint

Outils

Verint

Description du poste

Redion Northern Europe is seeking a Senior Workforce Manager to lead and grow Workforce Management across the Northern Europe region. You will balance operational performance, customer experience and efficient resource allocation.

Your role includes forecasting, capacity planning and staffing strategies, identifying risks, and driving continuous improvement within a multi-country environment. Fluency in French and/or Dutch is required; German is a plus.