WFM Manager: Lead Forecasting & Staffing Excellence

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

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.