Workforce Management Specialist [Customer Care Teams]

The Workforce Resource Management Specialist is responsible for ensuring optimal allocation of resources across teams and locations to deliver exceptional service to customers. This role focuses on workforce planning, analysis, staffing optimization, and resource alignment with business priorities to guarantee operational efficiency and customer satisfaction.

Key Responsibilities:

Resource Planning & Allocation:

• Forecast staffing needs based on business demand and service commitments.

• Allocate resources across teams and geographies to ensure coverage and efficiency.

Workforce Management:

• Schedule the team according to the SLT and roles assignment.

• Monitor team capacity and adjust resource assignments proactively.

• Collaborate with CCM Governance and Global Business Partner on resource allocation and replacement.

Performance & Analyzing:

• Ensure GST and GET are staffed to meet our Service Level Targets and operational standards.

• Track and report on resource utilization and staffing KPIs.

• Analyze the Support team’s performance and volume to ensure the team is correctly sized.

Stakeholder Collaboration:

• Partner with business leaders to align resource strategies with organizational goals.

• Communicate staffing plans and adjustments clearly to stakeholders.

About the ideal candidate:

• Proven experience in Resource Management, Workforce Planning, or Operational Analysis.

• Experience working in Customer Care or Quality departments.

• Experience working in a global or multi-site environment is highly preferred.

• Experience with WFM tools

• Excellent communication and stakeholder management abilities.

• Fluent English

What we can offer you:

• 💰 A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including bonus, equity, pension plan, travel, life and healthcare insurance, as well as lunch and transport allowance and other benefits.

• 🌎 A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.

• 🎓 Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.

• 🤗 A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.

• 🌟 A flexible working model - We want our employees to do their best work, wherever and however it works best for them.

• 🌈 A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.

• 📈 A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.

• 🎯 A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.

#LI-EMEA

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.  

Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.