Intraday Trafficer Performance & Control

Do you keep your cool when customer demand, staffing, and backlogs change throughout the day? Are you sharp on data, do you dare to adjust course immediately, and do you get energy from a predictable operation in which customers are helped quickly and employees are deployed optimally? Then we are looking for you!

You will strengthen Athora Netherlands as an Intraday Trafficer within Performance & Control. You report to the Manager Performance & Control and work closely with the WFM lead, operational teams, and management. From the central control center of Customer Services, you manage capacity, backlogs, customer demand, accessibility, and productivity within the day and the current week.

The main responsibilities:

· You monitor and steer in real-time on capacity, staffing, accessibility, productivity, backlogs, and schedule adherence.

· You identify deviations early and initiate immediate measures to realize customer agreements, service levels, and operational goals.

· You analyze the current performance of teams and processes and advise operations managers on interventions that improve output and flow.

· You monitor waiting times, response times, and customer accessibility and escalate in a timely manner when customer service levels are under pressure.

· You coordinate capacity measures to prevent negative customer impact and to keep backlogs manageable.

· You hold managers and teams accountable for schedule discipline, attendance, and agreements made, and you actively follow up on improvement measures.

· You analyze adherence and staffing patterns and advise on personnel deployment, break times, training times, and capacity.

· You provide daily up-to-date analyses, risks, and recommendations to management and support decision-making with factual operational data.

· You contribute to the further professionalization of workforce and performance management and to a reliable, efficient, and customer-oriented operation.

· You have a HBO+/WO (Higher Professional/University) level of work and thinking.

· Preferably, you have an education in Business Administration, Operations Management, Logistics, Data Analytics, or a similar field.

· You have at least 3 years of experience within Workforce Management, capacity management, operational planning, or contact center management.

· You have experience or a strong affinity with real-time performance monitoring.

· You have experience or a strong affinity with capacity and schedule optimization.

· You are familiar with operational KPIs such as service levels, accessibility, adherence, productivity, and workload management.

· You possess strong skills in data analysis and dashboarding.

· Experience within a complex service-oriented organization is a plus.

· You are decisive, assertive, and analytical, and you can make balanced decisions under time pressure and involve stakeholders in necessary interventions.

You will get approximately 900 colleagues who all believe they work at a special company. You will get the opportunity to make a significant contribution to the socially relevant theme of pensions. We ensure that your pension is well-arranged, so that you can enjoy your old age without worry.

You will get the chance to truly make a difference when it comes to sustainability, because we have been setting the tone in our business operations and our investments for years. Naturally, you will get a (flexible) workplace at our office in Amsterdam that belongs to the top 7% in the world, truly. And because you will also work from home regularly, you will receive a budget to properly equip your home workspace.

In exchange for your commitment, talent, and skills, you will receive, in addition to your salary plus a holiday allowance and a thirteenth month, 27 vacation days (based on a 36-hour contract) and a public transport card or travel expense allowance for the days you come to the office. And, not unimportantly, you will receive a good training budget so that you can continue to develop yourself. This gives you the chance to grow, within our company or beyond.

Salary per month:
Based on collective labor agreement scale 15 HAY, the range is € 4.335,55 to € 5.780,73 based on 36 hours.