Workforce Management Manager

TL;DR

Workforce Management Manager: Optimizing scheduling and staffing models for high-performing customer service operations with an accent on forecasting accuracy, compliance, and operational efficiency. Focus on building scalable WFM processes, analyzing workforce metrics, and collaborating with international teams to balance employee satisfaction with business demand.

Location: Must be based in Hungary

Company

hirify.global is a technology company building a global delivery platform that connects customers, merchants, and couriers in over 500 cities.

What you will do

• Develop and maintain schedules that balance business requirements with employee preferences and legal standards.
• Manage time-off requests, planned absences, and shrinkage processes to ensure operational continuity.
• Build and enhance forecasting models to align staffing levels with real-time demand.
• Monitor and analyze key workforce metrics including adherence and occupancy.
• Collaborate with international teams to standardize and improve scheduling practices.
• Establish continuous improvement loops across all WFM functions.

Requirements

• 1+ years of experience in workforce management within a contact center environment.
• Must be located in Hungary.
• Full professional proficiency in English.
• Strong expertise in WFM tools such as NICE, Verint, Aspect, Calabrio, or Assembled.
• Advanced proficiency in Excel for data analysis and schedule planning.
• Strong communication skills and a collaborative, international work approach.

Culture & Benefits

• hirify.global Credits for platform services.
• Employee Assistance Programme (EAP).
• Cafeteria benefits including SZÉP card.
• Office perks including breakfast, fruits, and snacks.