Manager Business Analysis & Workforce Management

  • Amsterdam
  • 32-40
  • EUR 4500 - 5500

We are looking for a Manager Business Analysis & Workforce Management to lead our dynamic WFM team. In this position you will develop long- and short-term workforce planning strategies and tactics, translate these into planning solutions and ensuring the implementation and execution. The Manager Business Analysis & Workforce Management guarantees the timely delivering of the long and short-term planning including adjustments needed on the day of operation. All is done in such a way that Operations is able to handle all incoming contacts according to the agreed service levels, Finance & Control is able to use these data for financial forecasting purposes and HRM for recruitment and training purposes.

Activities will consist of:


Formulate departmental strategy
Formulate vision and strategy on planning and look after developments in this area in order to contribute to the effectiveness and efficiency of the Cygnific organisation. Keep an overview and close interaction between the long and short-term workforce planning discipline.

Develop optimal and effective long-term workforce planning
Develop a long-term workforce planning strategy and tactics and translate these into a timely, reliable planning process with complete input of key parameters in a mathematically complex model (Workforce Management (WFM) tool).

Manage long-term workforce planning processes and procedures
Manage the reliable execution of and support for the monthly long-term workforce planning process used for the staffing of the company in the most efficient and effective manner.

Develop optimal and effective short-term workforce planning (rostering)
Develop a short-term workforce planning strategy and tactics and translates these into solutions. Develop new rosters or change existing rosters and/ or methodology based on external developments, operational needs, optimal use of resources and system functionalities and ensure implementation of new or changed rosters and/ or methodology.

Manage short-term workforce planning processes and procedures                      
Ensure that the short-term planning processes and procedures are being followed and that the processes and procedures are documented. Furthermore, constantly monitor if processes and procedures are still up to standard, based on operational requirements and organisational changes, efficiency opportunities, technical and functional developments. Where needed change or create new processes and procedures and implement these. Keep the short-term workforce planning process in close interaction with the long-term workforce planning process and contact flow.

Managing the WFM Team                                           Manage and structure the WFM team, within agreed goals and targets, to execute the above mentioned result areas in the best possible way. In the unit are 4 Business/Forecast Analist, 1 Manager Planning (with 13 direct reports) & 1 Manager Traffic Control (with 14 direct reports). 

 

What you need for this position

  • HBO/University think and work level
  • >5 years experience in long and short-term workforce planning in a service oriented business environment. Preferably with 24/7 operation
  • Some management experience is preferred
  • In-depth knowledge of workforce planning
  • Knowledge of Dutch Working Act
  • Fluent in English and Dutch, both spoken and written
  • You are a team player that can provide direction and inspire others around you. 
  • You are available 32-40 hours a week

Who are we?
Cygnific is a proud daughter company of KLM. And we have sky-high ambitions ourselves as well: we want to become the most personal customer service team in the world. Our 1,500 high-flyers from 36 different countries contribute to this every day. In 18 different languages they offer 24/7 service with a smile to passengers and travel agencies via email, telephone, live chat, social media and WhatsApp. 

Our offer

  • A competitive salary between EUR4500 – EUR5500 gross per month based on 40 hours a week
  • A one-year contract with the prospect of permanent employment
  • A challenging, innovative and international environment with great opportunities for you to explore.
  • A vibrant and international office at Westerpark in Amsterdam and the possibility to work from home.
  • Start date: as soon as possible 

 

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