Workforce Management & Real-Time Specialist

Workforce Management & Real-Time Specialist Join us! We usually respond within a week Do you want to be at the heart of customer operations, turning insights into action every day? At Qliro, we are looking for a hands-on, analytical problem solver who thrives in a fast-moving environment and loves combining strategic thinking with operational execution. This is your chance to own and develop our Workforce Management (WFM) and Real-Time Management (RTM) function end-to-end, supporting not only Customer Support but the entire Operations function. You will report directly to the Head of Customer Support and be a core member of the Customer Support Management team, while your impact will be felt across all of Operations. What you’ll do: • Own forecasting and capacity planning across short, mid, and long term • Translate long-term plans into daily operational execution • Forecast contacts and workload across all channels and teams • Drive resource planning, including recruitment and cross-skilling recommendations • Create, maintain, and optimize schedules (on a monthly basis using WFM tools) • Continuously adjust schedules weekly and daily • Monitor volumes and staffing in real time and act when deviations occur • Reallocated resources to ensure SLA delivery • Deliver monthly performance reports with actionable insights • Support operations with weekly and daily reporting to drive performance • Conduct ad-hoc analysis to identify trends, root causes, and improvement opportunities • Build dashboards and decision support tools for management • Drive continuous improvements in WFM, RTM, tools, and processes • Collaborate closely with Team Managers and senior stakeholders in daily and strategic discussions We believe you: • Experienced with WFM systems such as Nice, Verint, Genesys, Calabrio, and/or Teleopti • Skilled both operationally and strategically within WFM and/or RTM • Highly analytical and comfortable turning data into actionable insights • Advanced in Excel and skilled at presenting insights in PowerPoint • Strong experience with KPIs such as SLA, service level, adherence, and AHT is required • Experienced in forecasting and scheduling for multi-skill, multi-language operations • Confident in making real-time decisions while keeping a long-term perspective • A collaborative team player who supports stakeholders while driving a strong WFM perspective • Experience with analytical tools or query languages like Snowflake, SQL, or similar • Knowledge of Lean, Six Sigma, and/or COPC • Additional Nordic languages alongside English and Swedish Why Qliro? At Qliro, we are obsessed with our customers and curious about their needs. We create WOW experiences, innovate for impact, and grow together by supporting each other. You’ll join a supportive and ambitious team where your insights make a real impact – shaping the future of customer experience, where WOW isn’t just a goal, it’s our standard. Qliro is an equal opportunity employer. All qualified applicants will be considered for employment without regard to gender, gender identity or expression, national origin, religion or other beliefs, disability, sexual orientation or age . Team 👾 Operations Locations Qliro - Stockholm Remote status Hybrid About Qliro Founded in 2014, reborn in 2022 Co-workers 200+