Senior Traffic Manager

1,500 employees. 5 million phone calls per year. And you keep the operation moving.

At Odido, we serve 7.5 million customers. Behind every customer contact lies a complex operation in which customer demand, available capacity, and service levels are constantly changing.

An unexpected peak in call volume. A rising AHT. Employees who are less available than planned. Small deviations can have major consequences for our accessibility within 15 minutes.

As Senior Traffic Manager Customer Operations, you don't just see these developments coming. You understand what they mean, calculate the impact, and intervene.

You are the operational specialist who knows exactly how volume, AHT, forecasting, staffing, occupancy, shrinkage, and service level are interconnected. You translate those insights into concrete decisions and ensure that the right capacity is available at the right time.

In addition, you look beyond dashboards. You investigate deviations down to the source, perform independent analyses, and dare to hold team managers and international contact center partners accountable for their performance and agreements.

You don't need to wait for instructions. You oversee the operation, determine what is needed, and take the initiative.

At the same time, the profession is changing. With AI and predictive models, we want to recognize where capacity problems arise earlier and earlier. You bring the operational expertise to shape that development and critically test new solutions against practice.

We are not looking for a people manager and not a dashboard guardian. We are looking for an experienced trafficker who understands numbers, sees through the operation, and actually makes a difference.

• 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.
• Real-time control: you monitor and steer based on service levels, accessibility, occupancy, adherence, and staffing, with decisions at a 15-minute level.
• From deviation to solution: you immediately recognize when volume, AHT, or availability deviates from the forecast, calculate the required FTE, and organize the right intervention.
• From insight to action: you communicate directly with team managers and international contact center partners, hold them accountable for agreements, and ensure that necessary actions are carried out.
• Grip on the operation: you signal structural capacity problems, investigate the causes, and translate your findings into improvements in planning, forecasting, and execution.
• From dashboard to data source: you independently build complex analyses, fathom Power Pivot models, and know how to find and interpret the underlying data in databases.
• From experience to innovation: you work together with Forecasting and BI on smarter signaling, AI-supported predictions, and improvements in real-time traffic management.

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 someone who brings calm when the operation is under pressure. While others look at rising queues, you investigate the cause, calculate the required capacity, and determine what needs to happen.

You have experience with real-time traffic management and understand how a large-scale contact center operation functions. You can independently determine where FTE shortages or surpluses arise and know which measures are needed to restore performance.

You are analytically strong and technically skilled, but just as importantly: you are visible and decisive. You address people, dare to have difficult conversations, and ensure that agreements are met.

You take responsibility for your decisions, think ahead, and do not wait until someone tells you what to do.

Additionally, you are curious about new technology. You understand that AI and automation are going to change the profession and want to use your operational expertise to further that development.

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.