Workforce Management Specialist

Are you looking for a role where you can combine your passion for data analysis with a real business impact?

Are you someone who can bring structure to growth—someone who loves data, thrives in fast-paced environments, and can seamlessly switch between planning ahead and managing what’s happening right now?

Our Client, a Dutch insurance company serving clients worldwide, may be looking for you!

What we offer

• Employment contract (full time position)
• Possibility of hybrid work (after onboarding 3 day from office, 2 days from home)
• Annual bonus (based on performance)
• Private medical package
• Co-funding for sports or cultural cards
• Co-funding for group life insurance
• PPK pension plans

Your tasks

• planning ahead by building forecasts based on historical data and trends, and turning them into efficient, scalable staffing plans,
• creating optimal schedules that perfectly balance business demand with the wellbeing and work-life balance of the team,
• managing live operations (Real-Time Traffic Control) by continuously monitoring queues, Service Level metrics, and adherence, while responding to sudden volume spikes or staffing gaps,
• analyzing results and continuously improving processes by tracking key metrics (SL, occupancy, shrinkage, forecast accuracy) and drawing conclusions from gaps between plan and reality,
• collaborating with multiple departments, working hand-in-hand with Client Services, Operations, Team Leads, HR, and the training department regarding capacity planning and recruitment.

What we expect

• at least one year of experience in Workforce Management, operational planning, or Real-Time Operations,
• fluency in English (min. B2) for seamless communication in an international team,
• knowledge of Dutch will be a big plus,
• Excel at advance level with strong analytical skills
• familiarity with WFM-class systems (e.g., NICE, Verint, Genesys, or similar) will be a big plus,
• ability to stay calm in dynamic situations and make quick, sound decisions,
• clear and precise communication, combined with ease in building stakeholder relationships,
• a proactive approach to problem-solving, focused on immediate implementation of solutions.

Employment agency entry number 47

this job offer is intended for people over 18 years of age