Experteer Overview
In this role you will define and govern the global scheduling strategy and operating model across all business units. You will lead governance, standards and optimization methods to drive consistency, scalability and regulatory compliance. You will partner with HR, Capacity Planning and Forecasting to align deployment with business objectives and capacity plans. You will influence senior stakeholders and represent Scheduling in governance forums to enable efficient, compliant workforce utilization and improved service performance. This is a strategic, cross-functional leadership role at a integral scale with a focus on continuous improvement and data-driven decision making.

Compensaciones / Beneficios
• Define and evolve the global scheduling strategy, operating model and governance framework across all business units and lines of business
• Establish global scheduling standards, methodologies and operating principles for consistency, scalability and compliance
• Drive alignment between workforce deployment strategies, operational priorities and business objectives
• Define scheduling policies and controls balancing customer demand, workforce availability, employee experience and financial performance
• Act as global functional owner for Scheduling governance, standards and optimization methodologies
• Ensure scheduling practices support the Workforce Management Target Operating Model and broader Operations strategy
• Represent the Scheduling function in executive governance forums and workforce planning discussions
• Ensure alignment between scheduling outputs and upstream capacity plans and forecasting
• Be the global single point of contact for LOBs on scheduling topics while ensuring cross-LOB coherence and optimization
• Champion data-driven transformation by embedding analytics and predictive insights into scheduling decisions
• Partner with Forecasting, Capacity Planning, HR and Operations for end-to-end WFM alignment




• Drive workforce optimization to maximize service delivery, productivity and utilization
• Translate capacity plans into actionable operational schedules
• Improve schedule efficiency, flexibility and responsiveness to changing demand
• Establish governance for occupancy, shrinkage, overtime and productivity management
• Promote continuous improvement of scheduling methodologies and processes
• Define global scheduling governance standards ensuring compliance with labour legislation and company policies
• Provide strategic guidance on deployment risks and compliance across jurisdictions
• Monitor and control scheduling governance and regulatory compliance
• Drive consistency in interpretation and application of policies across regions and business lines
• Own the global scheduling performance framework and workforce utilization metrics
• Define and govern scheduling KPIs, performance standards and reporting methodologies
• Deliver executive visibility on deployment effectiveness, risks and operational readiness
• Translate analytics into actionable optimization opportunities
• Lead benchmarking and continuous performance improvement across Scheduling
• Support executive decision-making through workforce deployment scenarios and impact analysis
• Build a regionalized, hub-based organization by consolidating scheduling analysts
• Develop expertise in workforce optimization, labour governance and scheduling methodologies
• Foster a high-performance scheduling culture focused on service excellence and continuous improvement




• Ensure cross-functional collaboration with HR for compliant operations
• Define talent strategy, capability development priorities and succession plans for Scheduling
• Represent Scheduling in WFM governance forums and executive steering committees

Responsabilidades
• Bachelor's or Master's level experience in Workforce Management, Scheduling or Operational Resource Management functions
• Significant experience in complex international, multi-country, multi-LOB environments
• Proven ability to define deployment strategies, governance frameworks and operating models
• Evidence of influencing senior stakeholders on optimization, compliance and performance matters
• Experience leading geographically distributed teams within matrix organizations
• Fluency in English; additional languages are a plus
• Expert knowledge of WFM scheduling tools (Verint, NICE IEX, Genesys WFM, Teleopti or equivalent)
• Advanced Excel and Power BI skills; strong scheduling analytics capabilities
• Knowledge of WFM KPIs such as SLA, Shrinkage, Adherence, Occupancy, AHT, Attrition
• Expert knowledge of workforce management scheduling methodologies and labour compliance
• Deep expertise in scheduling governance and workforce utilization management
• Analytical capabilities for scenario analysis, workforce modelling and optimization techniques
• Familiarity with automation and digital workforce management solutions
• Strong understanding of labour legislation, workforce agreements and policy interpretation
• Experience with workforce management technologies, scheduling platforms and planning systems

Requisitos principales
• courses and targeted development programs
• global environment with international mobility
• focus on health and wellbeing via Work Well programs
• flexibility in work planning
• career progression opportunities
• international mobility and career development

📌 WFM Global Scheduling Lead (Madrid)
🏢 Allianz
📍 Madrid