Optimization Manager (SERVICES & WORKFORCE)

As Optimization Manager – Services Workforce, you develop and coordinate an integrated approach to forecasting, workforce planning, and traffic management for Customer Care. You leverage data and analytics to support operational and strategic decisions, drive continuous improvement, and ensure the best possible alignment between workload and available resources. You act as a key interface between Customer Care management, operations, and data stakeholders, translating insights into concrete recommendations and actions. Your responsibilities Coordinate and contribute to short-, mid- and long-term forecasting activities Develop and continuously improve workforce planning and traffic management models Analyse forecast accuracy by comparing planned versus actual volumes and performance Identify optimisation opportunities and structure clear, data-driven recommendations Support the deployment of improvement initiatives together with operational stakeholders Produce clear, reliable, and actionable analyses to support operational and strategic decisions Create ad-hoc and recurring reports to illustrate performance gaps and improvement potential Present forecasting insights and expected results to Customer Care management Contribute to the analysis of workforce performance (adherence, shrinkage, productivity) Steer Traffic and Workforce Managers to optimise the match between workload and capacity Monitor planning KPIs and define associated improvement actions Manage the team responsible for forecasting, planning, and traffic activities Performance management reporting Produce and monitor key Customer Care KPIs (quality, cost, accessibility, productivity, customer and employee satisfaction) Identify performance deviations and coordinate corrective action plans Standardise reporting methods and ensure adoption by stakeholders Ensure consistency of data across sites and internal functions (Finance, Transformation, Workforce, IT) Act as the main point of contact for KPI definitions, reporting frameworks, and performance dashboards Budgeting workforce sizing Contribute to the preparation of FTE budgets and quarterly reviews Develop and maintain calculation models for workforce sizing Align planning assumptions with Customer Care site leads Support decision-making through transparent and robust data models Process excellence projects Evaluate the performance of Customer Care processes and related projects Monitor project impact, success indicators, and progress Ensure quality and reporting standards are applied in transversal projects Support process and digital transformation teams with structured performance insights