WFM Manager

Join to apply for the WFM Manager role at Tractive

As part of our Customer Experience team, you will:

• Drive workforce management and planning across our global support team to meet service level expectations
• Build tailored WFM models based on project‑specific requirements and update them regularly
• Analyze historical data to support forecasting and capacity planning for multiple support channels (calls, chat, email)
• Calculate staffing requirements for ad hoc needs and new project launches
• Develop and maintain optimal scheduling aligned with forecasted volume and SLAs
• Monitor operational KPIs including shrinkage, adherence, and occupancy to ensure workforce efficiency
• Communicate performance trends and improvement recommendations to stakeholders
• Identify and implement improvements in workforce planning processes and tools
• Provide guidance and support to the team on WFM‑related best practices and methodologies
• Maintain flexibility to adapt to business needs and time‑sensitive requests
• Bring in your fresh ideas to make Tractive better – you’ll never hear the phrase “...because that’s how we’ve always done things”
• Continuously grow personally and professionally, take ownership of areas that show your potential, and attend workshops which help you get to the next level

Your profile

Key requirements:

• 3–5 years of experience in call center operations, ideally in a global or multi‑channel environment
• Hands‑on experience with workforce management tools and analytics
• Strong background in forecasting and planning across various communication channels
• Advanced proficiency in Microsoft Excel and data analysis; SQL knowledge is a plus
• Strong communication skills with the ability to collaborate across departments
• Self‑motivated, detail‑oriented, and able to handle multiple priorities in a fast‑paced environment

Does this sound like you?

• A problem solver who thrives on making operations run smoothly
• Analytical and structured in your approach to challenges
• Curious and always looking to optimize and improve
• Passionate about Tractive’s mission and products
• Excited to work in Austria alongside an outstanding team

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Customer Service

Industries

Computers and Electronics Manufacturing

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