Workforce Management (WFM) Manager - Athens
Location: Come and join us in Athens
At Freenow, we empower smarter mobility decisions, helping people move freely and cities to thrive.
We are looking for an experienced Workforce Management Manager to own and drive the Workforce Management strategy.
Reporting to the Head of Passenger and Driver Care, you will oversee precise forecasting and capacity planning for all Customer Care volumes, ensuring optimal staffing and efficiency. You will be instrumental in developing and delivering high-impact reporting, serving as the primary Subject Matter Expert (POC) for PDC partners, and leading all critical WFM management reviews. Furthermore, you will manage and mentor the WFM team as it expands.
YOUR DAILY ADVENTURES WILL INCLUDE:
- Forecasting: Generate precise forecasts for PDC volumes by analyzing historical data, identifying trends, and accounting for seasonality.
- Capacity Planning: Estimate future capacity needs and implement strategies to ensure optimal staffing levels for PDC requirements while maintaining cost control.
- Scheduling: Develop efficient agent schedules and continuously refine them to balance operational needs with agent preferences.
- Real-Time Management: Proactively monitor real-time and intraday volumes and collaborate with the PDC management team to make necessary adjustments.
- Reporting & Analytics: Create easily digestible reports for PDC management, delivering actionable insights into performance and all key WFM metrics.
- Stakeholder Collaboration: Partner closely with PDC management, Operations, Data Analytics, HR, and external partners to achieve the best possible outcomes for all WFM-impacting topics.
- Internal Communication: Share key WFM insights regularly (weekly), convey important information, and recommend or negotiate changes with internal teams.
- External Influence: Communicate PDC requirements (daily, weekly, monthly) to external partners, positively influencing outcomes and negotiating changes as needed.
TO BE SUCCESSFUL IN THIS ROLE:
- 5 + years of experience in Workforce Management in a contact center, BPO, logistics, or similar high-volume operational environment.
- High proficiency in industry-leading WFM tools, such as Tymeshift, Aspect, NICE, or equivalents.
- High proficiency in data manipulation and reporting using tools like Excel, Tableau, Metabase, SQL, BI, or equivalent platforms.
- Strong understanding of contact center metrics, technologies, and operational best practices.
- Highly analytical capacity to identify trends, interpret complex data sets, and translate analysis into actionable business strategies.
- Proven expertise in forecasting and statistical methodologies.
- Demonstrated ability to work with, influence, and effectively collaborate with internal and external stakeholders across various functions.
- Fluent in English and proficiency in other languages is a significant plus.
BENEFITS & PERKS IN A NUTSHELL:
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Plus more local benefits depending on your work location! |
DIVERSITY, EQUITY & INCLUSION:
FREE NOW is an equal opportunity employer and we consider qualified applicants regardless of race, religion, national origin, gender, gender identity, sexual orientation, disability or age.
We want you to grow and evolve, bring your true self to work.
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