Business Analyst - Workforce Management

Some of your main responsibilities are:

  • Analyze results and forecast contact volumes, productivity, and non-productive hours;
  • Performance analysis to advise our planning and traffic control teams on how to optimize the capacity deployment;
  • Based on your forecast advise operations which action to take in capacity management to meet all service goals;
  • Participate in projects and originate new ideas, market innovations, and initiatives from your expertise to enhance (customer service) processes;
  • Work closely together with finance on volume & capacity development to ensure the latest insights are always up to date on our financial expectations;
  • Collaborating with your colleagues, you'll contribute to further developing and improving WorkForce Management processes, tools, and data quality.


You bring with you:

  • A degree in the field of Business Economics, Econometrics or Applied Mathematics/Operations Research or at least 2 years of experience in workforce management or data management;
  • Experience in business modelling and optimization of complex processes;
  • Experience in (non) financial business analysis and advice;
  • Fluent in English, Dutch is preferred;
  • Outstanding knowledge of MS Excel, and data-modelling, preferably experience with data-warehousing and mining and SQL query language;
  • You are assertive, adept at persuasion, and possess communication skills allowing you to engage at all levels;
  • You are a team player that works accurately. Besides that, you are customer and result-oriented and you have strong judgement and problem resolution skills, which you can translate these for your stakeholders.


You will receive a market conform salary between €4.000 and €5.000 gross per month based on fulltime. This position is open for 40 hours per week. Here is some of the benefits for this position:

  • A company restaurant to enjoy a delicious and healthy lunch;
  • Cheaper flights after a year of employment (if/ when seats are available);
  • Worldwide discounts on hotels and rental cars;
  • High discounts on tickets for zoos and amusements parks through personeelsvoordeelwinkel.nl
  • A discount on a gym subscription, and culture events and concerts;
  • Discounted parking permits;
  • XXL Friday drinks, Christmas parties, Sinterklaas parties, team outings and BBQs.


What's next? Within four working days, we will let you know if you qualify for this position. We will schedule an introductory interview, either digitally or in-person. During this interview, we will inform you as fully as possible about the vacancy, the company and the rest of the procedure. After consulting with you, we will introduce you to our client and then continue to guide you through the application process. The Independent Recruiters Group has a large team of specialized recruiters. Each recruiter has a strong focus on their own area of expertise, which makes them the ideal sparring partner for both the candidate and the client.

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