WE'RE HIRING | WORKFORCE MANAGEMENT (WFM) MANAGER!

Konecta Lisboa; Lisboa; On-site; EUR 50,000 - 70,000; Full time

Job summary

Konecta Portugal is seeking an experienced WFM Manager to lead Workforce Management teams and drive operational performance in a dynamic contact centre environment.

You will oversee forecasting, scheduling, capacity planning and real-time management, collaborating with Operations and stakeholders, with opportunities to influence strategic decisions across an international organisation.

Qualifications

• Proven experience in Workforce Management within a BPO or Contact Centre environment.
• Strong analytical skills with a strategic mindset.
• Experience managing teams in complex operational environments.
• Excellent knowledge of forecasting, scheduling, and capacity planning.
• Strong communication and stakeholder management skills.
• Fluency in English.

Responsibilities

• Leading and developing Workforce Management teams.
• Overseeing forecasting, capacity planning, scheduling, and real-time management.
• Optimising staffing levels while ensuring SLA and KPI achievement.
• Analysing workforce trends and identifying opportunities for continuous improvement.
• Collaborating closely with Operations and key stakeholders to support business growth.

Skills

Workforce Management

Forecasting

Scheduling

Capacity Planning

Team Leadership

Stakeholder Management

English Fluency

Job description

Are you passionate about Workforce Management, data-driven decisions, and operational excellence? Do you love turning numbers into strategies and leading teams towards outstanding results?

Then we want to hear from YOU!

At Konecta Portugal, we're looking for an experienced WFM Manager to join our growing team and play a key role in driving operational performance.

What will you be doing?

• Leading and developing Workforce Management teams.
• Overseeing forecasting, capacity planning, scheduling, and real-time management.
• Optimising staffing levels while ensuring SLA and KPI achievement.
• Analysing workforce trends and identifying opportunities for continuous improvement.
• Collaborating closely with Operations and key stakeholders to support business growth.

What are we looking for?

• Proven experience in Workforce Management within a BPO or Contact Centre environment.
• Strong analytical skills and a strategic mindset.
• Experience managing teams and complex operational environments.
• Excellent knowledge of forecasting, scheduling, and capacity planning.
• Strong communication and stakeholder management skills.
• Fluency in English.

You’ll have the opportunity to make a real impact, contribute to strategic decisions, and be part of an international organisation where innovation, collaboration, and people matter.

Currently based abroad?

We’re also happy to connect with professionals considering relocating to Portugal!

Your next career move could start here!