The Company

Your New Role
Reporting directly to the Group Manager for Contact Center, Print & Omnichannel, and working cross functionally with multiple European markets, you will take on full end to end ownership of Workforce Management while supporting group level multichannel transformation initiatives.
Your key responsibilities include:

• 1. Workforce Management (WFM)

Manage forecasting, capacity planning, and scheduling for all Contact Centers, using Calabrio.Monitor apresentação versus SLA, productivity, shrinkage and occupancy rates.
Analyze complex datasets and translate them into strategic operational insights.
Identify risks, inefficiencies and areas for improvement, proposing proactive solutions.
Define and promote WFM best practices across all markets.
Support Contact Center transformation projects, including new channels and automation.

• 2. Print Channel Optimization

Develop and manage a cost optimization roadmap for printing, paper usage and distribution.
Collaborate with local teams to identify synergies and supplier optimization opportunities.Monitor cost reduction initiatives and operational improvements.
Support the evolution and harmonization of printed magazines and communications.
Produce structured reporting on print channel performance and savings.

• 3. Omnichannel Transformation

Support content strategy through multichannel analysis and insights.
Conduct advanced analytics and cross country benchmarking.
Track channel evolution and channel mix dynamics.
Foster desempenho consistency and cross market coordination.

What You Need to Succeed
What the Company OffersNext Steps
If you are interested in this opportunity, please send us your updated CV. If you are looking for a different professional challenge, feel free to contact us to discuss other career opportunities — always with complete confidentiality.