Capacity & Workforce Manager

Description

Capacity & Workforce Management aims to ensure that the right skills and capacity are available when needed. The work covers Workforce Management, forecasting, scheduling principles, capacity and resource planning, skills planning, workforce governance, the country input process and the workforce operating model.

The workstream will establish a practical Nordic WFM model for forecasting, scheduling and intraday management while accommodating legitimate country-specific constraints. It includes documenting current processes and data, defining planning workflows, roles, handovers, exceptions and KPIs, and translating the design into platform parameters, data mappings, reporting requirements, acceptance criteria and end-to-end tests. Country readiness will also be assessed to support remediation, migration, training, pilots, cutover and hypercare.

Deliverables include the Workforce Management model, principles for forecasting, scheduling and resource planning, workforce governance, a workforce KPI framework and WFM-related decision papers.

Must-have

• Customer service operating model design.
• Routing, escalation and service-layer design.
• Human-AI handovers and channel orchestration.
• Customer journey and contact centre transformation.
• Genesys Cloud CX or similar platforms.

Nice-to-have

• Banking or regulated industries.
• AI-enabled service models.
• Intent and contact reason taxonomies.
• Omnichannel customer service.
Nordic operating model experience.

Start: ASAP

Length: 7-8 weeks

Location: Stockholm