Performance and Workforce Optimization Specialist - Customer Operations

Do you want to drive real impact in customer operations and performance?

Are you strategic and proactive, with a passion for data-driven decision-making and operational excellence? We are looking for a Performance & Workforce Optimization Specialist to take ownership of Workforce Management (WFM) and continuous improvement across our Customer Operations function.

As Performance & Workforce Optimization Specialist in Entercard, you will be responsible for shaping and executing a forward-looking WFM strategy while acting as a key driver of performance improvement initiatives. You will work across departments and leadership levels to ensure that our operations are aligned, efficient, and always improving - ultimately delivering a better experience for both customers and employees. The position offers a unique opportunity to influence how we organize and lead our customer operations, and you will play a central role in designing and implementing improvement processes, analyses, and resource management strategies.

Key responsibilities

• Lead the development and implementation of a scalable WFM strategy, including forecasting, scheduling, real-time management, and support for financial planning.

• Build and own end-to-end processes that enable efficient resource planning and operational performance.

• Provide deep insights through analysis of performance data and customer behavior---turning data into action.

• Design and deliver intuitive, self-service reporting tools for leaders and teams across the organization.

• Act as a key partner to stakeholders in HR, IT, Training, and Senior Management - ensuring strong cross-functional alignment and buy-in.

• Represent Customer Operations in steering groups, contributing to strategic planning and transformation initiatives.

We are looking for someone with:

• 5+ years of experience in Workforce Management, Performance Optimization, or Continuous Improvement

• Experience from operations-heavy environments and contact center / multichannel customer service, and a good understanding of operational management and performance metrics

• Solid experience with resource planning and use of WFM tools, and with leading a WFM or improvement - program from scratch

• Excellent analytical skills, and experience with self-service reporting tools like Power BI

• Solid understanding of Continuous Improvement frameworks (Lean, Six Sigma, etc.), and how to apply them in practice.

• Higher education in business, administration, technology, or other related field

In order to thrive and succeed in this role, we think you have the following personal attributes

• A leadership mindset---you take ownership, drive progress, and bring people with you

• Strong stakeholder management skills, you have good communication skills and are comfortable influencing and aligning with senior leaders and cross-functional teams

• Structured and analytical, with the ability to see both the big picture, and the extracting the important details and insights

• Capable of combining strategic thinking with operational execution

• Proactive and confident in leading change initiatives, capable of combining strategic insight with operational execution

Why this role in Entercard?

You will have a central, high-impact role where your efforts will directly shape how we serve our customers and manage our operations. You’ll work in a fast-paced, ambitious and strong professional environment with the opportunity to lead change and build something lasting. Entercard offers great development- and mobility opportunities, workday flexibility and competitive conditions.

Have we spurred your interest and curiosity for the role? Then we want to hear from you!

We have chosen The Assessment Company AS to assist us with the recruitment and selection process. If you have any questions, please contact one of our advisors, Ingrid Tingstad: 918 60 954 or Randi Ditlev-Simonsen: 952 22 907

Application deadline June 8th