Senior Workforce Management Specialist

• Build the foundational Workforce Management capability within Adyen Support, helping define the core processes, tools, and ways of working
• Design and own short- and long-term forecasting and capacity planning models across multiple regions, time zones, and support channels
• Support the selection, implementation, and technical configuration of Adyen’s first global WFM tool ensuring data accuracy and scalability
• Develop standardized scheduling strategies and optimized shift patterns that balance service levels, utilization, and team wellbeing
• Establish real-time and intraday management practices to respond quickly to volume fluctuations and ensure service continuity
• Create automated reporting and dashboards to track performance against key KPIs such as SLA, forecast accuracy, utilization, and occupancy
• Partner with Regional Team Leads and Support leadership to translate data insights into clear, actionable staffing decisions
• Collaborate with Product and Engineering to explore automation and AI-driven improvements in forecasting and workforce planning
• Continuously identify opportunities to improve WFM processes, models, and systems as the function matures

• 6+ years of experience in Capacity/Workforce Management or forecasting within a high-growth or global support environment
• Proven experience building WFM foundations or significantly evolving WFM processes in a scaling organization
• Deep understanding of forecasting, capacity planning, scheduling, and real-time adherence
• Hands-on experience with WFM tools and platforms such as NICE, Verint, UKG or Teleopti etc, including technical configuration or system administration
• Strong analytical skills with the ability to translate complex data into operational and business insights
• Comfortable navigating ambiguity and creating structure in a blank-slate environment
• Strong communication and stakeholder management skills, with the ability to influence without formal authority
• Proactive, solutions-oriented, and motivated by building systems that enable teams to perform at their best

Familiarity with automation and AI in WFM is a plus