Senior Global Workforce Architect

Europ Assistance; Brussel; On-site; EUR 90,000 - 125,000; Full time

Benefits offered by this job

Professional development

Career growth

Impact in a global organization

Job summary

Redion Northern Europe is seeking a Senior Workforce Manager to lead forecasting, capacity planning and workforce modelling across Belgium and multi-site operations. You will translate business objectives into staffing strategies and partner with Operations, HR, Finance and IT to improve service and productivity.

You will drive workforce analytics, dashboards and continuous improvement while coaching the WFM team in a dynamic international environment.

Qualifications

• Minimum 5 years of experience in Workforce Management.
• 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.

Responsibilities

• Lead forecasting, capacity planning and workforce modelling for short-, medium- and long-term business needs.
• Translating business objectives into workforce requirements and staffing strategies.
• Anticipating workforce risks and providing actionable recommendations.
• Establishing and continuously improving Workforce Management frameworks, standards and governance.
• Optimizing staffing levels, scheduling and workforce allocation to meet service and productivity targets.
• Monitoring workforce performance and driving continuous improvement initiatives.
• Developing reporting, dashboards and workforce analytics to support decision-making.
• Leading, coaching and developing the Workforce Management team.
• Acting as a strategic partner to Operations, HR, Finance, IT and business stakeholders.
• Driving transformation, automation and adoption of Workforce Management best practices.

Skills

Workforce Management

Forecasting

Capacity planning

Data-driven

Leadership

Stakeholder management

Cross-country experience

Verint

Tools

Verint

Job description

Redion Northern Europe is seeking a Senior Workforce Manager to lead forecasting, capacity planning and workforce modelling across Belgium and multi-site operations. You will translate business objectives into staffing strategies and partner with Operations, HR, Finance and IT to improve service and productivity.

You will drive workforce analytics, dashboards and continuous improvement while coaching the WFM team in a dynamic international environment.