Workforce Management & Real-Time Specialist

We are looking for a hands-on, analytical problem solver who thrives in a fast-moving environment and loves combining strategic thinking with operational execution. You will own and develop our Workforce Management (WFM) and Real-Time Management (RTM) function end-to-end, supporting not only Customer Support but the entire Operations function.

Requirements

• Experience with WFM systems such as Nice, Verint, Genesys, Calabrio, and/or Teleopti
• Skilled both operationally and strategically within WFM and/or RTM
• Highly analytical and comfortable turning data into actionable insights
• Advanced in Excel and skilled at presenting insights in PowerPoint
• Strong experience with KPIs such as SLA, service level, adherence, and AHT is required
• Experienced in forecasting and scheduling for multi-skill, multi-language operations
• Confident in making real-time decisions while keeping a long-term perspective
• A collaborative team player who supports stakeholders while driving a strong WFM perspective
• Experience with analytical tools or query languages like Snowflake, SQL, or similar
• Knowledge of Lean, Six Sigma, and/or COPC
• Additional Nordic languages alongside English and Swedish

Benefits

• Equal opportunity employer
• Supportive and ambitious team