Workforce Management Specialist

This is Adyen Adyen provides payments, data, and financial products in a single solution for customers like Meta, Uber, HM, and Microsoft - making us the financial technology platform of choice. At Adyen, everything we do is engineered for ambition. For our teams, we create an environment with opportunities for our people to succeed, backed by the culture and support to ensure they are enabled to truly own their careers. We are motivated individuals who tackle unique technical challenges at scale and solve them as a team. Together, we deliver innovative and ethical solutions that help businesses achieve their ambitions faster. About the Role Adyen’s Customer Support organization is scaling rapidly, creating the need for a centralized, data-driven Workforce Management (WFM) capability. As the Workforce Management Specialist , you will play a role in ensuring that day-to-day scheduling, intraday management, and staffing operations run smoothly and efficiently across Adyen Support. This is a hands-on, execution-focused role best suited for a WFM professional who thrives in ambiguity and enjoys creating structure where none exists. You will be responsible for running core WFM operations — from scheduling and intraday management to real-time adherence and reporting. 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 Be the engine behind Adyen's day-to-day WFM operations, supporting implementation of WFM working frameworks while staying curious about improvements. Develop standardized scheduling strategies and optimized shift patterns that balance service levels, utilization, and team wellbeing. Maintain daily schedule adjustments, ensuring updates are made accurately and communicated in a timely manner. Support establishment and management of real-time and intraday management practices to respond quickly to volume fluctuations and ensure service continuity. Support implementation of Adyen’s first global WFM tool ensuring data accuracy and scalability. Run scenario projections for expected contact volumes, factoring in utilization, efficiency, and productivity to support planning decisions. 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 3+ years of experience in Capacity/Workforce Management or forecasting within a high-growth or global support environment. Proven experience in a fast-paced, operational WFM environment, building WFM foundations or significantly evolving WFM processes in a scaling organization. Deep understanding of core WFM concepts including scheduling, intraday management, real-time adherence, and forecasting principles. Hands-on experience with WFM tools and scheduling 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. You can translate complex WFM data into compelling narratives that drive stakeholder buy-in and ensure the successful adoption of new global processes. Our Diversity, Equity and Inclusion commitments Our unique approach is a product of our diverse perspectives. This diversity of back ... (truncated, view full listing at source)