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