Leiter (m/w/d) Workforcemanagement
Core
Strategic development and operational management of Workforce Management (WFM) structures, processes, and forecasting for a B2B assistance and insurance service provider.
Role type
Senior Workforce Management Lead / Manager
Builds
Scalable WFM strategies, capacity planning models, and operational control systems for service organizations
Domain
B2B Services / Insurance / Assistance / Workforce Management
Required skills
Strategic WFM expertise, Capacity planning & Forecasting, Change management, Data-driven decision making, Stakeholder management, Team leadership, Process transformation, Cross-functional collaboration
Preferred skills
Experience in Assistance/Insurance/Contact Center environments, Genesys Cloud, Calabrio Teleopti, Digital automation
Technologies
Genesys Cloud, Calabrio Teleopti
Responsibilities
Develop WFM strategy connecting service quality and productivity; Manage capacity planning, forecasting, and intraday control; Lead a cross-site staff team; Collaborate with Operations, HR, IT, and Management; Drive digitalization and automation of WFM systems
Seniority
Senior, hands-on IC with leadership responsibilities
