Senior Workforce manager

pFounded in 1963, Europ Assistance—the inventor of assistance—has been supporting customers for over sixty years. Today, Generali Employee Benefits is part of that story. /ppTogether, we are Redion: one global care partner supporting people and organizations in more than 190 countries through a trusted network of providers and assistance centres. /ppOur mission is simple: one name, one purpose, one team. /ppRedion Northern Europe is a Business Unit covering Austria, Belgium, Germany, Luxembourg, the Netherlands and Switzerland. /ppWorking at Redion means being part of a dynamic, international environment where innovation, operational excellence and people development are key drivers of our success. /ph3What will you do /h3pAs a Senior Workforce Manager, you are responsible for leading and further developing Workforce Management across the Northern Europe region. You ensure the right balance between operational performance, customer experience and efficient resource allocation. /ppYour

key responsibilities
include: /pulliLeading forecasting, capacity planning and workforce modelling for short-, medium
- and long-term business needs /liliTranslating business objectives into workforce requirements and staffing strategies /liliAnticipating workforce risks, operational impacts and capacity constraints, and providing actionable recommendations /liliEstablishing and continuously improving Workforce Management frameworks, standards and governance /liliOptimizing staffing levels, scheduling and workforce allocation to meet service and productivity targets /liliMonitoring workforce performance and driving continuous improvement initiatives /liliDeveloping reporting, dashboards and workforce analytics to support decision-making /liliLeading, coaching and developing the Workforce Management team /liliActing as a strategic partner to Operations, HR, Finance, IT and business stakeholders /liliDriving transformation, automation and adoption of Workforce Management best practices /li /ulh3Who are you /h3ulliStrong expertise in Workforce Management /liliExcellent forecasting and capacity planning capabilities /liliStrong analytical and problem-solving skills /liliAbility to anticipate risks and translate data into insights /liliStrategic thinker with strong operational execution skills /liliExcellent communication and stakeholder management abilities /liliProactive, solution-oriented and data-driven mindset /liliStrong ownership, accountability and decision-making skills /liliProven leadership and coaching capabilities /liliAbility to manage complexity in a multi-country environment /li /ulh3Languages /h3ulliFrench and/or Dutch required /liliGerman is a plus /li /ulh3Training and experience /h3ulliMinimum 5 years of experience in Workforce Management /liliProven experience in forecasting, workforce planning, scheduling and capacity management /liliExperience in a call center, assistance or customer operations environment is strongly preferred /liliExperience in leading and developing teams /liliStrong knowledge of Workforce Management methodologies and tools /liliKnowledge of Verint is an asset /liliExperience in a multi-site and/or international environment is an advantage /li /ulh3What

we offer
/h3ulliA dynamic, international and forward-looking work environment /liliA company culture based on our CARE values: caring, collaborative, flexible, reliable and expert /liliOpportunities for professional development and career growth /liliThe chance to drive transformation and make a real impact in a global organization /li /ulh3Our commitment to diversity and inclusion /h3pAt Redion, we believe diversity is a strength. We foster an inclusive workplace where everyone can thrive and be recognized for their contributions. /p