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Manager Business Analysis (WFM)

  • Hybrid
    • Amsterdam, Noord-Holland, Netherlands
  • €6,500 per month

Job description

Introduction

Are you a strategic thinker with a passion for data, analytics, and workforce optimisation? Do you excel at translating complex data into actionable insights that drive business performance?

At Cygnific, we are looking for a Manager Business Analysis. In this role, you will play a key role in shaping our global long-term workforce management (WFM) strategy and strengthening data-driven decision-making across the entire organisation.

Your Role

As Manager Business Analysis, you are responsible for developing and executing our long-term workforce strategy. Reporting to the Manager WFM & Business Analysis, you will collaborate with key stakeholders to translate strategic objectives into practical plans that fuel operational excellence and business growth.

You lead the Business Analysis team, ensuring that Operations, Finance, and HR are supported by high-quality, data-driven insights. By developing robust capacity models and performance metrics, you help Cygnific deliver maximum value to our international clients.

Key Responsibilities:

  • Departmental Strategy: Develop and implement the roadmap for the Business Analysis discipline. You stay ahead of trends in data science and contact centre optimisation to introduce innovative solutions.

  • Workforce Planning & Analytics: Oversee long-term planning and ensure reliable forecasting. You provide management with clear insights into performance drivers and trends.

  • Stakeholder Management: You guide and align senior stakeholders on the balance between efficiency and performance, ensuring strong WFM governance.

  • Forecasting & Staffing: Manage recurring long-term staffing processes, aligning workforce requirements with recruitment strategies and training capacity.

  • Team Leadership: Lead and develop the global Business Analysis team. You coach your team members to grow their analytical capabilities and business impact.

 

What do you bring?

To be successful in this role, you combine strong analytical skills with the ability to influence at a strategic level.

  • Education: Master’s degree (University level) in Business Economics, Econometrics, Applied Mathematics, Operations Research, or a related field.

  • Experience: 5–7 years of strategic experience in workforce management, advanced capacity planning, or data analytics leadership within an international environment.

  • Skills: Strong expertise in business modelling, scenario analysis, and the optimisation of complex processes.

  • Leadership: Proven ability to lead a team, manage complex stakeholder requests, and translate data into clear, strategic advice.

  • Communication: Fluency in both Dutch and English (written and spoken).

  • Mindset: You are an inspiring leader who takes ownership and continuously looks for innovative ways to improve decision-making.

 

What do we offer you?

  • Salary: A competitive salary between €5,500 – €6,500 gross per month (based on 40 hours).

  • Contract: A one-year contract with the prospect of long-term collaboration.

  • Work-Life Balance: 25 vacation days, hybrid working options, and the possibility to work from abroad (up to 3 times per year, specific rules apply).

  • Allowances: Travel allowance (NS Business Card or km-allowance) and a home-office allowance.

  • Growth: Extensive training and development opportunities.

  • Environment: A vibrant, newly renovated workplace at Westerpark, Amsterdam.

  • Culture: Great social events, including our annual party, Cygnific BBQ, and Friday XXL drinks.

  • Extra Perks: Pension plan, bicycle plan, and a festive end-of-year bonus.

Start date: As soon as possible.

 

About Cygnific

Cygnific is a proud subsidiary of KLM. With an international team of colleagues from over 30 countries, we provide 24/7 customer contact in more than 10 languages via phone, email, social media, and chat. We operate from the Netherlands, Curaçao, and the Philippines.

Our mission? To make every interaction unforgettable. We believe in teamwork, having fun, and helping each other grow. Diversity isn’t a trend for us, it’s who we are.

Ready to make an impact?

Apply now via the apply button.


If you have any questions, feel free to reach out to Kelvin Silvius (Corporate Recruiter) kelvin.silvius@cygnific.com.

 

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