Workforce Management Specialist
Type of vacancy: Regular
City: Amsterdam
Hours : 32-40
Education: Hbo
Apply before: 05/30/2025
In short
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.
What are you going to do?
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
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Translate forecasts into smart schedules to support operational targets.
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Continuously monitor, adjust, and improve schedules based on live data and insights.
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Provide data-driven advice to internal stakeholders to improve efficiency and performance.
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Help drive improvements in our WFM processes and tools.
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Be a knowledge partner in all things WFM-related.
Where do you land?
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.
Your profile
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Experience in a contact centre or commercial, service-focused environment.
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A bachelor’s degree or similar level of working proficiency.
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WFM experience and/or knowledge of WFM systems.
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Strong MS Office skills.
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Professional working proficiency in English (CEFR level B2 or higher), Dutch is a plus.
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A natural sense of structure, adaptability, and stakeholder awareness.
We 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.
Ready for your next destination?
Don’t wait any longer, send us your CV for 05/30/2025! Within two weeks you will receive a message from us. Your application procedure consists of <two interviews and –possibly- an assessment and security research>. A reference and/or file check can also be part of the application procedure. You will receive a message from us within two weeks after the vacancy has closed.
Click here to apply: https://cygnific.recruitee.com/o/wfm-specialist-2
Questions?
If you would like to know more about the position, please contact the hiring manager. Call or e-mail the recruiter for questions about the application process. In both cases, don't forget to mention the vacancy number: #19389.
Hiring manager
Lyonne van der Meer: LYONNE-VAN-DER.MEER@KLM.COM or
Recruiter
Lyonne van der Meer: LYONNE-VAN-DER.MEER@KLM.COM or
Details from this vacancy are not to be used for marketing purposes.