Senior Workforce Manager

Redion; Belgique; Sur place; EUR 85 000 - 130 000; Plein temps

Avantages offerts par ce poste

Meal vouchers

Group insurance and hospitalization

Public transportation reimbursement

Free internet access for remote work

Résumé du poste

Redion is seeking a Senior Workforce Manager in Belgium to lead Workforce Management across Northern Europe. You will forecast, plan and model staffing needs, translating business goals into capacity and resource requirements.

You will partner with Operations, HR and Finance to drive governance, analytics and continuous improvement. You will lead a team, drive transformation and optimize staffing levels across multi-site operations, with remote work up to 50%.

Qualifications

• 5+ years in Workforce Management or related field.
• Forecasting, capacity planning, scheduling and capacity management experience.
• Experience in call center, assistance or customer operations environment preferred.
• Experience in leading and developing teams.
• Strong knowledge of Workforce Management methodologies and tools.
• Experience in multi-site and/or international environment is an advantage.

Responsabilités

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

Connaissances

Forecasting

Capacity planning

Workforce modelling

Stakeholder management

Leadership

Multi-country operations

Data analysis

Process improvement

Strategic thinking

Communication

Outils

Verint

Description du poste

Fonction

As a Senior Workforce Manager, you are responsible for leading and further developing Workforce Management across the Northern Europe region. You ensure the right balance between operational performance, customer experience and efficient resource allocation.

Your key responsibilities include:

• Leading 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, operational impacts and capacity constraints, 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

Profil

• Strong expertise in Workforce Management
• Excellent forecasting and capacity planning capabilities
• Strong analytical and problem-solving skills
• Ability to anticipate risks and translate data into insights
• Strategic thinker with strong operational execution skills
• Excellent communication and stakeholder management abilities
• Proactive, solution-oriented and data-driven mindset
• Strong ownership, accountability and decision-making skills
• Proven leadership and coaching capabilities
• Ability to manage complexity in a multi-country environment

Langues

• English (C1)
• French and/or Dutch required
• German is a plus

Training and experience

• 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

Offre

• A dynamic, international and forward-looking work environment
• A company culture based on our CARE values: caring, collaborative, flexible, reliable and expert
• Opportunities for professional development and career growth
• The chance to drive transformation and make a real impact in a global organization
• Possibility to work remotely up to 50% of your working time, with free internet access.
• An attractive salary package, including the following benefits:
  • Meal vouchers
  • Group insurance and hospitalization insurance
  • Reimbursement of public transportation costs

OUR COMMITMENT TO DIVERSITY AND INCLUSION

At Redion, we consider diversity to be a strength. We foster an inclusive environment where everyone can thrive and be recognized for their skills and contributions.

We encourage applications from all qualified candidates, regardless of origin, nationality, gender, age, disability, religion, sexual orientation, or any other characteristic protected by law.