(Medior) Traffic Manager

The future of traffic management is being shaped by AI. And you can help build it.

7.5 million customers. 5 million phone calls per year. A customer contact operation with 1,500 employees. At Odido, everything revolves around the right people, at the right time, for the right customer request.

And behind that enormous operation lies a fascinating challenge: can we predict more and more accurately what is going to happen in the next 15 minutes?

How many customers will call? How long will their calls last? How many employees are available? And how can we use data and AI to predict where capacity is needed, even before queues arise?

As a (Medior) Traffic Manager Customer Operations , you stand in the middle of this world of data, technology, and real-time decision-making.

You will not only learn how to manage a large contact center operation, but you will also get the chance to help build its future. From traditional forecasting to AI-supported predictions. From reacting to deviations to anticipating what is to come.

We are not looking for a traditional dashboard watcher, but an analytical talent who is curious, loves to experiment, and gets enthusiastic about combining data, human behavior, and technology. Someone who doesn't just want to understand how our operation works, but especially how we can make it smarter.

• From call to FTE: you translate millions of customer contacts and complex data analyses into concrete capacity decisions that influence the daily deployment of 1,500 employees.
• From reacting to predicting: you investigate how AI can predict customer demand, call duration, and agent availability per 15 minutes, so that we can intervene before customers notice the consequences.
• From insight to action: you liaise with team managers and international contact center partners, set priorities, and ensure that analyses actually lead to better operational performance.
• Real-time control: you monitor service levels, accessibility, occupancy, and adherence. You signal deviations, understand the causes, and adjust proactively.
• From data to intelligence: you work together with Forecasting and BI on smarter analyses, predictive models, and automated signaling.
• From disruption to solution: when volumes rise unexpectedly, systems fail, or capacity is lost, you keep a cool head, calculate the impact, and help get the operation back on track.
• From experiment to improvement: you test new ideas, compare predictions with reality, and help convert successful solutions into structural improvements.

We want to become the most human-centric telecom provider in the Netherlands. We don't do that with scripts or standard answers, but with people who dare and want to make a difference in every conversation. You are on the front line of that ambition. Even if the customer doesn't see you, your impact is felt in every moment. Because when our systems work, people can work, and when people feel heard, trust is created.

At Odido, we are there for each other. We see each other's talents. We always listen and look at what is possible. Because you are at your best when you can grow, you get all the space for that at Odido. We look together at your ambition and talent and ensure that you get the opportunities to grow in your own way.

At Odido, you work in a committed and informal team, with room to grow and take steps.

In return, we offer an attractive employment benefits package:

• 30 vacation days (full-time) and a day off the day after Ascension Day;
• Hybrid working: 3 days in the office, 2 days at home;
• No company phone, but a €350 voucher to choose a phone yourself that you may keep;
• Personal learning budget and access to more than 200 trainings and courses to continuously develop yourself;
• A variable bonus scheme appropriate to your role;
• A solid pension scheme via Zwitserleven;
• Discount on your Odido Internet & TV or Klik & Klaar subscription for home;
• A lease bike scheme for a healthy and sustainable way of traveling;
• Employer contribution to your sports subscription - we like to invest in your vitality;
• Access to an extensive discount platform with attractive deals on a wide range of products and services.

In short: your work matters and is seen and rewarded.

Some things you don't learn in school; you possess them naturally.

You are analytically sharp, curious, and fascinated by the possibilities of AI. You enjoy delving into complex issues, recognizing patterns, and discovering how to make better predictions with data.

You understand that human behavior lies behind every forecast. Customers contacting us, employees being available, and unexpected events that affect the operation. You don't just want to know what is happening, but especially why, what is going to happen next, and how you can anticipate it.

You are not afraid to challenge existing ways of working. You enjoy experimenting with new technology, think critically about the outcomes, and want to discover how AI and automation can change the Workforce Management profession.

At the same time, you are not a theorist who only wants to sit behind a screen. You are self-assured, stay calm when the pressure builds, and dare to take responsibility. You can translate analyses into understandable messages and address colleagues and partners when necessary.

• HBO working and thinking level.
• Analytical thinking skills: you delve into complex issues, recognize patterns, and translate figures into sharp conclusions.
• Excel & Data Analytics: you master complex Power Pivot models, build sharp analyses, and know exactly where to find the underlying data in databases.
• AI & Technology: you are enthusiastic about machine learning, predictive analytics, and automation, and want to apply these to real operational issues.
• Stress resistance and decisiveness: you stay sharp, set priorities, and dare to make decisions when the pressure builds.
• Operational decisiveness: you take initiative, dare to address people, and ensure that plans are actually executed.
• Curiosity & eagerness to learn: you ask questions, want to understand how everything is connected, and get enthusiastic about discovering new technologies, insights, and smarter ways of working.
• Communication skills: you can explain complex analyses understandably and liaise easily with employees, team managers, and partners.
• Accuracy and independence: you work in a structured manner, maintain an overview, and take responsibility for your results.

• Experience in a contact center, WFM, planning, operations, or another data-driven environment.
• Experience with Power BI, SQL, Python, or similar analytical tools.
• Personal experiments or projects with AI, machine learning, forecasting, or automation.
• Knowledge of Genesys Cloud, Verint, injixo, or similar WFM systems.
• Interest in time-series models, predictive algorithms, and automated decision-making.
• Affinity with telecom or large-scale customer contact operations.

Despite having many different colleagues, we look for a number of typical Odido characteristics in every new colleague. For example, you must be able to deal with a changing organization. The world of communication changes every day, and we grow along with it. Being naturally curious and interested in the technology we work with and the industry we are in helps enormously.