# Erfaren WFM Specialist til Traffic & Operational Excellence i Nordeas kontaktcenter at Nordea

Nordea is hiring an Erfaren WFM Specialist til Traffic & Operational Excellence i Nordeas kontaktcenter. Level rates it Little AI ●○○○; you can [apply on Nordea](https://jobsbylevel.com/go/5ba3e1b5-0215-4b12-bc16-ce377e2f0127?utm_medium=ai-agent).

AI Level 1, AI centrality 34 out of 100. Taastrup, 2630.

## Details

- Company: [Nordea](https://jobsbylevel.com/companies/nordea)
- AI level: AI Level 1 (score 34 out of 100)
- Location: Taastrup, 2630
- Posted: October 27, 2026
- Apply: https://jobsbylevel.com/go/5ba3e1b5-0215-4b12-bc16-ce377e2f0127?utm_medium=ai-agent
- Free CV review for this job: https://jobsbylevel.com/cv-review?job=erfaren-wfm-specialist-til-traffic-operational-excellence-i-nordeas-kontaktcenter-at-nordea-90721b

## Description

Job ID: 6805 We are looking for an experienced and analytically strong Workforce Management specialist to help strengthen and develop WFM in Customer Service DK. This is an opportunity for you to take a key role in forecasting, capacity planning and workforce planning, while translating complex data into clear recommendations that support both customer experience and efficient operations. You will join highly skilled professionals working in a fast-paced and evolving environment. About our team Meet the Traffic & Operational Excellence team in Customer Service DK. We are responsible for the end-to-end daily operations of the contact centre, including workforce management, technical platforms, data and reporting, as well as day-to-day Traffic Tower operations. Our team supports management and the customer-facing organisation with insights, planning and operational recommendations. We work closely with stakeholders across the organisation and the Nordic countries. In 2027, we will migrate to Genesys Cloud, creating an important opportunity to further develop our WFM setup and processes. Collaboration. Ownership. Passion. Courage. These are the values that guide how we work and make decisions, and we imagine you share them with us. Main responsibilities in this role: Developing and maintaining accurate short-, medium- and long-term forecasts across customer service channels Translating forecasts, customer activity, productivity and employee data into capacity plans and clear staffing recommendations Planning and optimising schedules to balance customer demand, employee needs and operational targets Analysing WFM performance, identifying trends and proactively recommending improvements Developing and standardising WFM processes, methods, controls and ways of working Using Genesys WFM and other data sources to improve planning quality and decision-making Acting as a trusted WFM sparring partner for leaders and relevant stakeholders Contributing WFM expertise to the transition to Genesys Cloud and to Nordic collaboration and development initiatives Who you are You will be working from our office in Taastrup (Hermes Hus). We are looking for a colleague with solid WFM experience who enjoys combining detailed analysis with a broad operational perspective. You take ownership, work methodically and can turn complex information into practical recommendations. You are comfortable challenging existing ways of working and driving improvements together with colleagues and stakeholders. Your background and skills include: Solid experience with workforce management in a contact centre or customer service environment Advanced analytical skills and the ability to work confidently with large and complex datasets Ability to connect WFM decisions with customer experience, employee experience and operational performance Strong communication and stakeholder management skills Fluency in Danish and English at a professional level This is the right role for you if you: Work independently and systematically, with strong attention to detail Can make complex analyses easy to understand and translate them into decisions and actions Are curious, proactive and motivated by improving processes and results Thrive in a changing environment and can manage several priorities at the same time Enjoy collaborating across teams, functions and countries Combine a hands-on approach to daily operations with a longer-term development perspective What we offer People come here when they want to get somewhere. For some, it’s to take their career to the next level. For others, it’s to break new ground within their area of expertise – in other words, with us, you will always move forward. A culture that fosters performance and growth in one of the largest Nordic banks, offering various opportunities to evolve, develop and learn from brilliant colleagues with diverse backgrounds in a vibrant working environment. Hybrid working model – we believe in the value of bringing people

The description is cut here. Read the full offer: https://jobsbylevel.com/jobs/erfaren-wfm-specialist-til-traffic-operational-excellence-i-nordeas-kontaktcenter-at-nordea-90721b

Source: https://jobsbylevel.com/jobs/erfaren-wfm-specialist-til-traffic-operational-excellence-i-nordeas-kontaktcenter-at-nordea-90721b

## Cite this page

Level. https://jobsbylevel.com/jobs/erfaren-wfm-specialist-til-traffic-operational-excellence-i-nordeas-kontaktcenter-at-nordea-90721b.

Get job alerts: https://jobsbylevel.com/newsletter