WFM Specialist - Traffic & Ops Excellence (Hybrid)

Nordea; Taastrup; Hybrid; DKK 520,000 - 900,000; Full time

Benefits offered by this job

Hybrid working model

Diversity and inclusion

Career development opportunities

Job summary

Nordea in Taastrup is seeking an experienced Workforce Management specialist to lead forecasting, capacity planning and scheduling across customer service channels.

You will translate complex data into practical staffing recommendations while partnering with teams across the Nordic region to improve both customer and employee experiences. Hybrid work and a dynamic environment are offered.

Qualifications

• Solid WFM experience in a contact centre or customer service environment.
• Advanced analytical skills and the ability to work with large datasets.
• Fluency in Danish and English at a professional level.

Responsibilities

• Developing and maintaining short-, medium- and long-term forecasts across channels.
• Translating activity and data into capacity plans and staffing recommendations.
• Planning and optimizing schedules to balance demand and targets.
• Analysing WFM performance and proposing improvements.
• Standardising WFM processes, controls and ways of working.
• Using Genesys WFM and data sources to improve planning quality.
• Acting as sparring partner for leaders and stakeholders.
• Contributing WFM expertise to Genesys Cloud transition and Nordic collaboration.

Skills

Workforce management

Forecasting

Data analysis

Stakeholder management

Danish fluency

English fluency

WFM systems

Tools

Genesys WFM

Genesys Cloud

Job description

Nordea in Taastrup is seeking an experienced Workforce Management specialist to lead forecasting, capacity planning and scheduling across customer service channels.

You will translate complex data into practical staffing recommendations while partnering with teams across the Nordic region to improve both customer and employee experiences. Hybrid work and a dynamic environment are offered.