WFM Specialist – Traffic & Operational Excellence (Hybrid)

Nordea; København; Hybrid; DKK 560.000 - 730.000; Vollzeit

Benefits dieser Stelle

Hybrid working model

Zusammenfassung

Nordea in Denmark is seeking an experienced Workforce Management specialist to strengthen and develop WFM in Customer Service DK. You will forecast, capacity plan and translate complex data into clear recommendations that support customer experience and efficient operations.

You will work from Taastrup (Hermes Hus) with a hybrid model, collaborating across teams and countries as Nordea transitions to Genesys Cloud. Strong analytical and stakeholder skills are essential.

Qualifikationen

• Solid experience with workforce management in contact centers or customer service.
• Strong analytical capabilities with large datasets and forecasting.
• Ability to link WFM decisions to customer and employee experience and performance.
• Excellent communication and stakeholder management skills.
• Fluency in Danish and English at professional level.

Aufgaben

• Develop and maintain short-, medium-, and long-term forecasts across service channels.
• Translate activity, productivity, and employee data into capacity plans and staffing recommendations.
• Plan and optimise schedules balancing demand, people needs, and targets.
• Analyse WFM performance, identify trends, and propose improvements.
• Develop and standardise WFM processes and controls.
• Use Genesys WFM and data sources to improve planning quality.
• Act as trusted sparring partner for leaders and stakeholders.
• Contribute WFM expertise to the Genesys Cloud transition and Nordic collaboration.

Kenntnisse

WFM experience

Analytical skills

Data-driven decisions

Stakeholder management

Danish & English fluency

Tools

Genesys WFM

Genesys Cloud

Jobbeschreibung

Nordea in Denmark is seeking an experienced Workforce Management specialist to strengthen and develop WFM in Customer Service DK. You will forecast, capacity plan and translate complex data into clear recommendations that support customer experience and efficient operations.

You will work from Taastrup (Hermes Hus) with a hybrid model, collaborating across teams and countries as Nordea transitions to Genesys Cloud. Strong analytical and stakeholder skills are essential.