Capacity Manager

• Work and thinking level: HBO or WO work and thinking level.
• Experience: demonstrable experience within capacity management, tactical workforce management, or strategic personnel planning (preferably within customer contact or a dynamic service environment).
• Independence & advisory power: experience in independently advising and influencing management and external stakeholders at a tactical/strategic level.
• Tooling & Data: specialist knowledge of data processing and modeling in Excel and strong presentation skills in PowerPoint. Experience with leading WFM software (such as Verint, Genesys, Teleopti, or similar).
• Languages: excellent communication skills in both Dutch and English.

A key position with much autonomy, in which your vision and decisions are directly noticeable in our operations and results. You will receive plenty of room for your own initiative and entrepreneurship within an informal, result-oriented, and international organization.

• A suitable salary from €3,850 to €5,000, gross per month based on 40 hours, depending on your experience and expertise.
• A contract for 32 to 40 hours per week.
• A modern hybrid work model (flexible working from home and at the office).
• Good secondary conditions, including 25 vacation days, pension scheme, and travel allowance.
• Ample opportunities for professional development, WFM certifications, and growth opportunities.

As a Capacity Manager, you are the strategic and tactical director of our personnel capacity. You are the functional hub in the WFM chain: from long-term forecasting to the handover to scheduling and real-time management. You ensure that our customer teams have exactly the right staffing and skills at all times.

In this role, you operate as a task-mature, independent advisor and sparring partner for Operations, Customer Team Management, and our clients. You do not only deliver analyses and scenarios, but you proactively take a stand, challenge stakeholders on substance, and functionally manage the WFM process to safeguard agreements.

With a forward-looking perspective (from approximately 2 weeks to 15 months ahead), you translate customer expectations, volume forecasts, and historical trends into a conclusive capacity plan. You oversee the entire chain: pool management, inflow and outflow, absenteeism, leave, and workplace requirements.

You do not wait around, but rather identify bottlenecks early and direct the solution. Do you see surpluses, shortages, or fluctuations in absenteeism arising? Then you immediately calculate 'what-if' scenarios and present well-supported advice at a tactical and strategic level.

Additionally, you provide functional direction to Schedulers and (Senior) Real Time Managers, so that the principles of the capacity plan are seamlessly translated into daily operations.

• Direction of the capacity plan: independently drafting and managing the capacity plan for multiple accounts/customer teams over the medium and long term.
• Functional management of the WFM chain: managing across locations to ensure the connection between capacity planning, scheduling, and daily adjustments (Real Time Management).
• Proactive & independent advising: providing requested and unrequested advice to management, Operations, and external clients regarding service design, blending of skills/channels, and increasing efficiency.
• Scenario and 'what-if' analyses: calculating policy changes, actions, deviating traffic, and seasonal peaks, including the impact on costs, FTE, and service levels.
• Grip on the pool: monitoring and forecasting absenteeism, turnover, shrinkage, and contract hours; issuing timely, concrete recruitment requests to Recruitment.
• Maintaining balance: ensuring a healthy balance between customer objectives, operational costs, and a balanced leave and availability policy for employees.

We believe in the flexibility of working from home, but find personal contact and strong team dynamics at least as important. Therefore, we meet at the office at least 2 days per week. This allows us to spar more easily, keeps lines of communication short, and helps us build a close-knit organization together.

You are a strong personality who operates independently and shows natural ownership. Figures and complex datasets are second nature to you, but your true strength lies in the translation to the business. You possess a high degree of organizational sensitivity: you know how to connect interests, but also dare to hold up a critical mirror and provide pushback when operations are at risk of stalling.