Senior Workforce Manager

Are you ready to take your career to the next level? Do you thrive in environments that challenge and inspire you? Would you like to grow within a team that values both excellence and enjoyment at work? Taleo Consulting is an international management consulting group with offices in France, Luxembourg, Belgium, The Netherlands, Switzerland, Spain, Singapore, Portugal, and Italy. We’ve grown into a team of 450+ talented professionals across 10 offices worldwide, partnering with leading organizations in Financial, Life Sciences, Retail, and Energy
- Sectors, to drive transformation and deliver lasting impact. At Taleo, you’ll find more than just a job. You’ll join a community of ambitious consultants who share a passion for growth, innovation, and teamwork. Together, we create an environment where you can develop your skills, take on new challenges, and truly make a difference. What Will You Do? At Taleo Consulting, we believe that our growth starts with our people. When our consultants thrive, so do our clients. Motivated, curious, and passionate professionals make a real impact, not only on their own careers but also on the success of the organizations they support. We’re looking for individuals who embody our values and help us foster strong, trust-based relationships with both our clients and our teams across the globe. Our success is built on the talent, collaboration, and commitment of our people and we’re now looking for a Senior Workforce Manager to join our journey.

About the Role
Our client, insurance sector, is looking for a Senior Workforce Manager to establish, develop and lead Workforce Management practices across Northern Europe. This newly created role offers the opportunity to structure and mature the function while supporting operational performance, workforce planning and regional alignment. The role combines deep Workforce Management expertise with team leadership, acting as a key partner to Operations, HR, Finance, IT and Business Lines. The Senior Workforce Manager will ensure the right balance between operational efficiency, customer service and resource optimisation through accurate forecasting, planning and performance management.

Key Responsibilities
Workforce Strategy & Planning
• Build capacity and headcount models and translate business objectives into workforce requirements.
• Lead forecasting, workforce planning, scheduling and capacity management across the region.
• Anticipate workforce risks and operational impacts and support data-driven decision-making.
• Define and implement Workforce Management standards, methodologies and governance across Northern Europe.
• Ensure optimal staffing levels and effective workforce allocation. Operational Performance
• Monitor SLA, service levels, workforce KPIs and operational efficiency.
• Manage shrinkage, queue management and workforce optimisation initiatives.
• Identify staffing challenges and work closely with Operations to implement corrective actions.
• Support business continuity and the successful execution of operational priorities. Technology, Data & Analytics
• Own and optimise Workforce Management systems and tools, with knowledge of Verint considered an asset.
• Develop dashboards and management reporting and analyse workforce data and operational trends.
• Identify opportunities for automation, process improvement and efficiency gains.
• Promote data-driven decision-making across the region. Leadership & Governance
• Lead, coach and develop the Workforce Management team, setting objectives and supporting performance.
• Foster a culture of ownership, collaboration, knowledge sharing and continuous improvement.
• Ensure consistent adoption of Workforce Management practices across countries.
• Act as a key interface between Operations, HR, IT, Finance and Business Lines.
• Engage with senior stakeholders and leadership teams and ensure alignment between Group strategy and local operational needs. Transformation & Continuous Improvement
• Identify opportunities to optimise processes, tools and operating models.
• Lead transformation, automation and efficiency initiatives.
• Collaborate with Process Innovation, IT and Business Excellence teams to improve operational efficiency and the customer journey.
• Ensure operational readiness for future growth and organisational change. Ideal Profile:
• Minimum 5 years of proven experience in Workforce Management.
• Strong expertise in forecasting, workforce planning, scheduling and capacity management.
• Experience in a call centre, assistance or customer operations environment is strongly preferred.
• Proven experience in team leadership, coaching and development.
• Strong knowledge of Workforce Management methodologies and tools; Verint is an asset.
• Experience in a multi-site and/or international environment is an advantage.
• Strong analytical, problem-solving and decision-making skills.
• Combination of strategic thinking and operational execution.
• Excellent communication and stakeholder management skills.
• Strong risk awareness, ownership and accountability.
• Proactive, solution-oriented and customer-focused mindset.
• Ability to manage complexity and lead change and transformation in a multi-country environment.
• High level of adaptability and resilience.
• English C1; French and/or Dutch required. German is an asset. Key Stakeholder Interactions The role works closely with Regional Operations, HR, IT, Finance, Business Lines, Process Innovation and Business Excellence teams, as well as clients and external partners.