Senior Workforce Manager

Sudinfo group; Brussel Hoofdstad; Sur place; EUR 90 000 - 120 000; Plein temps

Avantages offerts par ce poste

Meal vouchers

Group insurance

Hospitalization insurance

Public transport reimbursement

Remote work up to 50%

Résumé du poste

Sudinfo group in Belgium is seeking a Senior Workforce Manager to lead and advance Workforce Management across Northern Europe. You will balance operational performance, customer experience and resource allocation, acting as a strategic partner to Operations, HR and Finance.

You will forecast, plan capacity, model workloads, drive governance, and develop dashboards while coaching a regional WFM team. Remote work up to 50% is supported.

Qualifications

• 5+ years of experience in Workforce Management.
• Forecasting, capacity planning and scheduling expertise.
• Experience in call center or customer operations preferred.
• Experience leading and developing teams.
• Knowledge of WFM methodologies; Verint is a plus.
• Experience in multi-site and international environments is advantageous.

Responsabilités

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

Connaissances

Workforce Management

Forecasting

Capacity planning

Stakeholder management

Leadership

Data analysis

Strategic thinking

Communication

Coaching

International experience

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.