Senior Workforce Management Specialist

About the role

Adyen’s Support organization is scaling rapidly, creating the need for a centralized, data-driven Workforce Management (WFM) capability. As the Senior Workforce Management Specialist, you will play a foundational role in structuring this function from the ground up alongside WFM Lead.

This is a hands-on, builder role for a senior WFM professional who thrives in ambiguity and enjoys creating structure where none exists. You will be responsible for designing and implementing the technical, analytical, and operational foundations of global Support WFM — from forecasting models and capacity planning to tooling configuration and real-time management.

Your work will directly influence service levels, staffing efficiency, and leadership decision-making across regions, while setting the blueprint for how WFM scales at Adyen long term.

What you’ll do

• 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.

Who you are

• 4+ 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. Familiarity with automation and AI in WFM is a plus.
• 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.

This role is based out of our Amsterdam office. We are an office-first company and value in-person collaboration; we do not offer remote-only roles.

Please note only resumes in English will be considered.