Senior Workforce Management & Intraday Specialist

Quick Facts

• Role: Senior Workforce Management & Intraday Specialist (m/w/d)
• Location: Düsseldorf (some remote work)
• Employment: Permanent
• Salary: €52,000–€60,000 per year

Description

As a Senior Specialist in Workforce Management & Intraday, you will develop forecasting, capacity and staffing plans and run intraday steering. You will analyze control KPIs such as service levels, utilization, adherence and forecast deviations, then derive concrete action recommendations. You will also design and optimize reports, dashboards and KPI systems to enable transparent, data-driven decisions.

Responsibilities

• Further develop forecasting, capacity and staffing/workforce scheduling and intraday control
• Analyze steering KPIs (service level, utilization, adherence, forecast deviations) and recommend actions
• Ensure demand-based, cost-effective resource planning and continuously improve planning/steering processes
• Design and optimize reports, dashboards and KPI systems
• Identify optimization and efficiency opportunities and implement sustainable performance improvements
• Advise leadership and functional teams on staffing needs, capacity and operational steering; collaborate closely with operations
• Work in interdisciplinary projects to deliver the best customer experience

Requirements

• Completed commercial or technical training or equivalent qualification
• Several years of Workforce Management experience, ideally in a contact center or similar service environment
• Solid knowledge of forecasting, capacity planning, staffing/workforce scheduling and intraday management
• Strong analytical skills and ability to prepare and interpret complex data clearly
• Very good Excel skills
• Desirable: experience with Power BI, SQL, or workforce management systems
• Structured, independent, solution-oriented and quality-focused way of working; high responsibility awareness
• Strong communication skills to present data-based decisions to different stakeholders

Benefits

• Permanent position and fair pay (€52,000–€60,000 per year)
• Flexible working time models and mobile working up to 60%
• Modern, ergonomic workplace; good transport links and free company parking
• Monthly mobility allowance (€30)
• Urban Sports Club (from €9.90/month, package M)
• Company events, company phone, free drinks and employee discounts