Senior Workforce manager

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

Founded in 1963, Europ Assistance—the inventor of assistance—has been supporting customers for over sixty years. Today, Generali Employee Benefits is part of that story.

Together, we are Redion: one global care partner supporting people and organizations in more than 190 countries through a trusted network of providers and assistance centres.

Our mission is simple: one name, one purpose, one team.

Redion Northern Europe is a Business Unit covering Austria, Belgium, Germany, Luxembourg, the Netherlands and Switzerland.

Working at Redion means being part of a dynamic, international environment where innovation, operational excellence and people development are key drivers of our success.

What will you do

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

Who are you

• 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

Languages

• 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

What we offer

• 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

Our commitment to diversity and inclusion

At Redion, we believe diversity is a strength. We foster an inclusive workplace where everyone can thrive and be recognized for their contributions.