Descripción de la oferta
Do you want to play a key role in delivering on our operational commitments every day? As Manager WFM at Yource, you will be at the heart of Workforce Management. You ensure that plans not only look good on paper but are also successfully executed in day-to-day operations. With your sharp focus on real-time performance, service levels, productivity, and financial results, you make a tangible impact when it matters most. In this role, you will lead the Intraday Management organization, including Team Leads Traffic Management, Traffic Managers, and Floor Managers. You are the connecting force that translates strategic and tactical plans into decisive intraday decision-making. You bring structure, direction, and clarity to an environment that is constantly evolving, while building a data-driven, agile, and professional intraday organization. With your extensive knowledge of the entire WFM cycle, you know exactly what is required to safeguard performance, stability, and predictability. You collaborate seamlessly with the Manager Planning, WFM Business Partners, Operations, Country Directors, and the wider WFM leadership team. Together, you ensure risks are identified at an early stage, decisions are well-founded, and improvement initiatives are consistently executed. You will report directly to the Director WFM and have the opportunity to make a visible impact on the further professionalization of Service Delivery within Yource. What will you do? Lead the entire WFM Intraday Management function and ensure that real-time performance metrics such as SLA, ASA, occupancy, and adherence are closely monitored and achieved on a daily basis; Translate strategic and tactical WFM plans into effective intraday management, clear decision-making, and concrete operational actions; Maintain control over SLAs and real-time KPIs across partners and countries, responding quickly to peaks, disruptions, and deviations; Lead Team Lead(s) Traffic and Traffic Managers, supporting their growth in ownership, professional maturity, and decision-making capabilities; Build ahigh-performing culture with clear objectives, KPIs, ways of working, and playbooks; Identify structural bottlenecks and translate them into improvements in processes, tooling, dashboards, and automation; Act as the senior point of contact for Service Delivery and communicate clearly about performance, risks, decisions, and improvement opportunities. What can you expect as a Manager WFM? A key position within Workforce Management where your decisions directly impact real-time performance, SLA achievement, productivity, and operational stability; An international and dynamic work environment where you collaborate with multiple countries and stakeholders; Plenty of opportunities to further professionalize Intraday Management and contribute to standardization, automation, and data-driven ways of working; A competitivesalary aligned with your experience and background (salary range between €6,500 and €8,000 gross per month); A laptop and smartphone to support flexible and effective working; Hybrid working arrangements, combining work from home and the office, with flexibility that suits your role and schedule; An engaged and professional team where colleagues strengthen, challenge, and support one another; A versatile role with significant room for initiative, entrepreneurship, and visible impact; Travel allowance from 10 km one-way travel distance; A pension scheme, with Yource covering 50% of the contribution; Collective discounts on health and non-life insurance policies. What do we ask from our Manager WFM? You have a Bachelor’s or Master’s level of working and thinking and 8 to 10 years of relevant experience in Workforce Management, operations, or real-time performance management; You have 3 to5 years of leadership experience and know how to coach, develop, and guide teams through change; You arefamiliar with the full WFM cycle and possess strong expertise in intraday management, real-time analytics, adherence, queue management, and incident management; You thrive ina complex multi-client contact center or BPO environment and can quickly adapt when operational circumstances require it; You have experience with modern WFM systems such as NICE, Verint, or similar tools, and use data to drive concrete actions and improvements; You communicate confidently with senior stakeholders and remain calm, accurate, and decisive under pressure; You bring structure, standardization, and a continuous improvement mindset, while successfully guiding teams through professionalization, automation, and collaboration initiatives. About Yource Yource is a leading customer contact specialist, partnering with renowned organizations across multiple industries in Europe. By combining talented people, smart technology, and innovative solutions, we help organizations create exceptional customer experiences. Within Yource, Workforce Management plays a crucial role in ensuring operational excellence, efficiency, and service quality across all our locations.
