Workforce Management Specialist

Are you detail-oriented, analytical, an effective communicator, and ready to make a real impact on both our employee and client experience? Join our team and help optimise our planning processes, making sure the right people are in the right place, at the right time. 

Your flight plan 
As a WFM Specialist, you support Cygnific’s operational needs by performing short-term capacity management tasks. You're constantly balancing resources, efficiency, employee satisfaction, and compliance with labour regulations. You’re not only behind the numbers – you’re in front of stakeholders too, providing insights, support, and driving continuous improvement. You show a collaborative approach with various stakeholders to develop staffing solutions that meet organisational needs. Your role is a mixture of scheduling and traffic control.  

Your core missions 

• Translate forecasts into smart schedules to support operational targets. 

• Continuously monitor, adjust, and improve schedules based on live data and insights. 

• Provide data-driven advice to internal stakeholders to improve efficiency and performance. 

• Help drive improvements in our WFM processes and tools. 

• Be a knowledge partner in all things WFM-related. 

What you bring on board 

• Experience in a contact centre or commercial, service-focused environment. 

• A bachelor’s degree or similar level of working proficiency. 

• WFM experience and/or knowledge of WFM systems. 

• Strong MS Office skills. 

• Professional working proficiency in English (CEFR level B2 or higher), Dutch is a plus. 

• A natural sense of structure, adaptability, and stakeholder awareness. 

Our offer: 
• A salary of 3500 – 4500 EUR gross per month based on 40 hours per week. 
• A one-year contract with the prospect of a long-term collaboration. 
• 25 vacation days based on a full-time contract.  
• Hybrid working. 
• Travel allowance of €0.19/km (max. 50 km one way) or full reimbursement of public transport with an NS Business Card. 
• Work from home allowance of €2.40 per day. 
• Holiday allowance, year-end bonus, pension plan, bicycle plan, and discounts on KLM flight tickets after one year through a so-called ISA regulation. 
• Working from abroad (please be aware: specific rules apply). 
• Extra training opportunities for your development. 
• A newly renovated, inspiring workplace at Westerpark in Amsterdam. 
• Social events like the Cygnific BBQ, annual party and our quarterly Little Friday XXL. 

Who are we? 
Cygnific is a proud subsidiary of KLM. Our international team of customer service heroes – from over 30 countries – provides 24/7 service in 10+ languages via phone, email, chat, social media, and WhatsApp. We do this not only from the Netherlands, but also from the Philippines and Curaçao. Our mission? Making a lasting impression with every interaction. 

We believe in teamwork, having fun, and pushing each other to be the best – all while celebrating what makes each of us unique. 

Apply now 
Ready to take off with us as a WFM Specialist? Apply via the button below with your English CV and motivation letter. 

Questions? Contact one of our Recruiters via recruitment@cygnific.com or send a message to +31651271471.