As Optimization Manager – Services & Workforce, you develop and coordinate an integrated approach to forecasting, workforce planning, and traffic management for Customer Care. You leverage data and analytics to support operational and strategic decisions, drive continuous improvement, and ensure the best possible alignment between workload and available resources.

You act as a key interface between Customer Care management, operations, and data stakeholders, translating insights into concrete recommendations and actions.

Your responsibilities

• Coordinate and contribute to short-, mid- and long-term forecasting activities

• Develop and continuously improve workforce planning and traffic management models

• Analyse forecast accuracy by comparing planned versus actual volumes and performance

• Identify optimisation opportunities and structure clear, data-driven recommendations

• Support the deployment of improvement initiatives together with operational stakeholders

• Produce clear, reliable, and actionable analyses to support operational and strategic decisions

• Create ad-hoc and recurring reports to illustrate performance gaps and improvement potential

• Present forecasting insights and expected results to Customer Care management

• Contribute to the analysis of workforce performance (adherence, shrinkage, productivity)

• Steer Traffic and Workforce Managers to optimise the match between workload and capacity

• Monitor planning KPIs and define associated improvement actions

• Manage the team responsible for forecasting, planning, and traffic activities

Performance management & reporting

• Produce and monitor key Customer Care KPIs (quality, cost, accessibility, productivity, customer and employee satisfaction)

• Identify performance deviations and coordinate corrective action plans

• Standardise reporting methods and ensure adoption by stakeholders

• Ensure consistency of data across sites and internal functions (Finance, Transformation, Workforce, IT)

• Act as the main point of contact for KPI definitions, reporting frameworks, and performance dashboards

Budgeting & workforce sizing

• Contribute to the preparation of FTE budgets and quarterly reviews

• Develop and maintain calculation models for workforce sizing

• Align planning assumptions with Customer Care site leads

• Support decision-making through transparent and robust data models

Process excellence & projects

• Evaluate the performance of Customer Care processes and related projects

• Monitor project impact, success indicators, and progress

• Ensure quality and reporting standards are applied in transversal projects

• Support process and digital transformation teams with structured performance insights

Your profile

• Master’s degree or equivalent experience (economics, engineering, statistics, management or similar)

• At least 8 years of experience, including 5 years in performance management, data analysis, forecasting, or service quality roles

• Strong analytical skills and solid experience with data-driven decision-making

• Advanced knowledge of reporting and analytics tools (Excel advanced, Power BI or similar BI platforms)

• Good understanding of workforce management and customer care performance drivers

• Structured, detail-oriented, and solution-focused mindset

• Solid knowledge of the second national language and good command of English

Why join us

• A key optimisation role at the heart of Customer Care operations

• Strong exposure to data, performance steering, and workforce planning

• The opportunity to influence decisions through insights rather than hierarchy

• A collaborative environment focused on continuous improvement and operational excellence

Like a long-awaited parcel, we want to make you feel welcome and valued. Our offer includes a competitive monthly salary, that goes without saying. On top of that, you can count on:

• Meal vouchers of €8 per working day 
• Hospitalization-, group- and disability insurances 
• A phone subscription, including 25GB data 
• A flexible renumeration plan, which allows you to customize your own benefits. A company car, bike leasing, public transportation, extra days off,... the choice is yours 
• Possibility to enter the Federal Mobility plan 
• Work/life balance, thanks to flexible working hours and the possibility to work from home  
• 20 days of statutory leave and 7 additional extralegal days off  
• An end-of-year and performance-based bonus and double holiday pay  
• Many benefits from more than 100 bpost-partners