Join to apply for the WFM Manager role at Tractive
As part of our Customer Experience team, you will:
* Drive workforce management and planning across our global support team to meet service level expectations
* Build tailored WFM models based on project‑specific requirements and update them regularly
* Analyze historical data to support forecasting and capacity planning for multiple support channels (calls, chat, email)
* Calculate staffing requirements for ad hoc needs and new project launches
* Develop and maintain optimal scheduling aligned with forecasted volume and SLAs
* Monitor operational KPIs including shrinkage, adherence, and occupancy to ensure workforce efficiency
* Communicate performance trends and improvement recommendations to stakeholders
* Identify and implement improvements in workforce planning processes and tools
* Provide guidance and support to the team on WFM‑related best practices and methodologies
* Maintain flexibility to adapt to business needs and time‑sensitive requests
* Bring in your fresh ideas to make Tractive better – you’ll never hear the phrase “...because that’s how we’ve always done things”
* Continuously grow personally and professionally, take ownership of areas that show your potential, and attend workshops which help you get to the next level
Your profile
Key requirements:
* 3–5 years of experience in call center operations, ideally in a global or multi‑channel environment
* Hands‑on experience with workforce management tools and analytics
* Strong background in forecasting and planning across various communication channels
* Advanced proficiency in Microsoft Excel and data analysis; SQL knowledge is a plus
* Strong communication skills with the ability to collaborate across departments
* Self‑motivated, detail‑oriented, and able to handle multiple priorities in a fast‑paced environment
Does this sound like you?
* A problem solver who thrives on making operations run smoothly
* Analytical and structured in your approach to challenges
* Curious and always looking to optimize and improve
* Passionate about Tractive’s mission and products
* Excited to work in Austria alongside an outstanding team
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Customer Service
Industries
Computers and Electronics Manufacturing
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