Workforce Management Specialist

You ensure that capacity, scheduling, and service delivery are optimally aligned.

This will be your job

As a Workforce Management Specialist (WFM), you will focus on optimizing planning, forecasting, capacity allocation, and scheduling for employees in our service departments. You will analyze data, monitor real-time performance, and identify bottlenecks in processes and staffing. Based on your analyses, you will make recommendations to further improve the WFM process, capacity model, and service delivery.

In addition, you will help establish an organization-wide Workforce Management framework. This framework brings together processes related to forecasting, planning, scheduling, real-time management, and reporting into a single, standardized approach for service and support departments. You will build on the professionalization efforts already underway and work closely with colleagues from IT, outbound telephony, internal stakeholders, and external parties, among others.

As part of the WFM team, you will share responsibility for the functional management of systems such as Peopleware and Genesys Cloud. You will also contribute to data analysis, reporting, and integrating data into the BI system of Victim Support Netherlands.

Through your efforts, you ensure that capacity and service delivery are optimally organized and that employees can perform their work to the best of their ability.

This is what it's all about

Thanks to your analyses and improvements, our intake processes remain efficient, future-proof, and focused on providing optimal support to victims. Together, we are working toward a society in which victims are seen, heard, and helped. You will also receive:

• A one-year contract with an option to renew.
• Training opportunities and access to the Skills Town learning platform.
• A personalized budget: 26 additional hours of leave, 8% vacation pay, and an 8.3% year-end bonus—to be used however you like. (Based on a 36-hour workweek)
• An NS business card, for business travel in second class.
• An individual career budget.

Who are you?

We are looking for a colleague who is analytically strong, maintains a broad perspective, and thrives on improving processes and service delivery. You work independently, take initiative, and know how to turn data into practical solutions. In addition, you have:

• 3–5 years of work experience in workforce management;
• Experience with forecasting, capacity management, and optimal scheduling;;
• Experience with Peopleware and Genesys Cloud is a plus;
• Strong communication skills and the ability to collaborate with various stakeholders;
• A proactive and results-oriented work ethic.

Any questions?

Do you have any questions about this position? Feel free to contact Maurice van der Kraan (Customer Contact Manager) at m.vanderkraan@slachtofferhulp.nl or send a text message to 06-34511733. If we receive enough applications, the job posting may close early.

This is us

Victim Support Netherlands - Where your care makes a difference. A listening ear. A keen eye. Practical advice at the right moment. At Victim Support Netherlands, your contribution may seem small at times, but the impact is significant. Your care makes a difference. Whether you’re assisting someone after a traumatic event or supporting colleagues behind the scenes: your dedication matters. At Victim Support Netherlands, you’ll have the opportunity to grow and receive excellent guidance. Together with colleagues, volunteers, and interns, you’ll work at one of our 25 locations across the country. This way, we’re always close by and make a difference every day.

As an employer, Victim Support Netherlands strives for balanced representation in terms of knowledge, experience, age, gender, and background. When you start working with us, we’ll ask you to apply for a Certificate of Good Conduct. We’ll handle the application process, and you can submit a reimbursement claim for the costs.