Manager WFM

At DELTA Fiber, we are building the digital infrastructure of the Netherlands - and that comes with employment conditions that are just as strong and future-oriented as our network. This means everything is well-arranged for now and for later. Therefore, you can count on us for, among other things:

• A salary between € 4,206.- and € 6,008.- gross per month (based on 40 hours), matching your experience and impact;

• A Benefit Budget of 15.17% on top of your salary, including 8% holiday allowance and the value of 7 extra non-statutory holiday days - freely spendable on extra income, leave, or other employment conditions that suit you. Think, for example, of the tax-efficient repayment of your student debt, investing in making your home more sustainable, or working on your vitality;

• An annual bonus of up to 3% of your annual salary, linked to your individual performance;

• 20 vacation days per year, with the flexibility to purchase extra days via your benefit budget;

• A good pension pot for later. Together, we invest in your future and that of your loved ones: DELTA Fiber covers the largest part of the premium (18.97% vs. 8.13%), so that with a small personal contribution, you build towards the future without worry, including partner pension and protection in case of disability;

• Opportunities for working from home with room to organize your work week flexibly (in consultation with your manager);

• Unlimited access to training and education via our own DELTA Fiber Academy;

• Room to develop yourself and grow within the organization.

Within our Customer Contact Center (KCC), we work continuously to improve our customer experience, accessibility, and operational performance. Every day, we help customers through various channels, from telephony and chat to email and other digital services. At the same time, we are further developing our services with smart self-service, automation, and AI. This requires an increasingly smart way of planning, forecasting, and organizing. Within the Planning & Analysis department, we ensure that customer demand, available capacity, and tasks align optimally, with the right balance between customer satisfaction, quality, and costs.

In this role, you will lead the Planning & Analysis department and be responsible for workforce management across multiple departments and customer channels. You will develop a future-proof WFM strategy in which forecasting, capacity management, data analysis, and AI converge. In doing so, you look beyond traditional staff planning. You investigate why customers make contact, how contact flows develop, and how we can predict and influence these more intelligently. You work closely with, among others, IT, Digital, and senior management, and you are an important sparring partner for the Director of Customer Service. With your insights and leadership, you will make a direct contribution to a more efficient operation, higher customer satisfaction, and structural cost improvements.

• Directing and optimizing the entire WFM cycle, from forecasting and capacity planning to traffic management, work distribution, and performance analysis, for both telephony and digital channels as well as back-office and retention activities.

• Developing and improving data-driven forecast and capacity models, using historical data, customer behavior, contact patterns, and AI applications to more accurately predict customer contact flows and workload.

• Further developing intent modelling and AI Analytics within the KCC and translating insights from customer contacts and conversations into concrete improvements in self-service, customer experience, and operational processes.

• Analyzing the impact of digitalization, automation, and AI on contact volumes, channel shifts, and capacity requirements, and initiating improvements that contribute to lower contact ratios and structural cost savings.

• Collaborating with IT, Digital, suppliers, and senior management on technological developments, operational performance, and improvement initiatives, while managing budgets, financial results, and the objectives from the multi-year plan.

• Leading and further developing the Planning & Analysis department, where you stimulate ownership, analytical thinking, and collaboration, and ensure clear management information and well-founded strategic advice.

You are an analytically strong and progressive manager who looks beyond daily staff planning. You understand how customer contact flows, available capacity, and operational performance influence each other and know how to translate these insights into a future-proof WFM strategy. You combine strong numerical insight with a clear vision on the possibilities of data, automation, and AI. In doing so, you are curious about new technologies, but never lose sight of practical applicability. You recognize opportunities to design processes more intelligently, prevent customer contact, and utilize available capacity more effectively.

Additionally, you are a strong interlocutor who easily switches between operations, technical specialists, and senior management. You can make complex analyses understandable, support your advice with data, and know how to bring others along in changes. Even when interests diverge or operational pressure increases, you maintain an overview, set clear priorities, and dare to make decisions. As a leader, you provide direction, stimulate ownership, and help your team to continuously develop further. You are result-oriented and financially conscious, but simultaneously understand that sustainable improvements are only successful when employees and customers actually experience the benefits of them.