Strategic Workforce Planning Manager

Main mission

This role exists to optimize workforce management across operational units, ensuring service efficiency and compliance.

Key responsibilities

• Own the workforce planning model across all operational units.
• Develop multi-channel, multi-skill demand forecasts.
• Establish capacity models to translate forecasts into business outcomes.
• Maintain expertise in workforce management technology and AI impact.
• Develop workforce management capabilities within the organization.

Key skills

• 3+ years of experience in a similar role.
• Strong command of forecasting methodologies and capacity modeling.
• Proficient in Excel and Power BI.
• Understanding of the hybrid AI-human contact center environment.
• Excellent verbal and written communication skills.

Technical environment

What the company offers

• Competitive salary
• Flexible working hours
• Professional development opportunities
• Private medical insurance
• Colleague support networks