Workforce Manager

About The Role
We're looking for a hands-on and data-driven Workforce Manager to take ownership of workforce planning across our Customer Service organization. In this role, you'll lead our Workforce Management (WFM) team – including Schedulers and Coordinators – and ensure that we always have the right people, in the right place, at the right time to deliver world-class service.

You'll develop and implement capacity plans, create tools and data models that turn insights into action, and support both internal teams and our outsourced partners in achieving operational excellence. Your work will have a direct impact on service levels, efficiency, and customer experience, while also shaping how we scale our operations for the future.

This is a hands-on, analytical, and collaborative role that combines strategy with execution. You'll work closely with Operations, Finance, HR, Analytics, and Product to ensure our workforce strategy aligns with company goals and supports sustainable growth.

Some of the things you will do

• Lead and develop the Workforce Management team (Schedulers and Coordinators)
• Build and maintain accurate capacity and staffing plans for internal and outsourced operations
• Monitor real-time performance and take proactive actions to meet service level goals
• Create dashboards, reports, and data models that drive operational decisions
• Partner cross-functionally to improve planning processes and optimize efficiency

What We're Looking For
You bring solid experience in workforce management and know how to build scalable structures in fast-paced, omni-channel environments. You're confident working with data, influencing decisions, and turning complexity into clarity.

• 3+ years of experience managing WFM teams in customer service operations
• Proven track record of designing and implementing new WFM processes and tools
• Strong analytical and data skills, including advanced Excel or Google Sheets proficiency
• Experience with WFM systems such as Assembled, NICE, Calabrio, Verint, or CXOne
• Experience collaborating with outsourcing partners and senior stakeholders
• Fluent in both spoken and written Swedish and English.

More About You
You're a natural problem-solver who combines strategic thinking with operational detail. You communicate clearly, bring structure to complexity, and thrive in a fast-moving environment. As a leader, you focus on clarity, motivation, and helping your team deliver their best work – every day.

If this is you then we can't wait to meet you

What You'll Get

• A key role shaping how we plan and scale our Customer Service operations
• A collaborative, data-driven environment where your work makes real impact
• The opportunity to grow and develop in a fast-scaling international company
• Great colleagues who value teamwork, learning, and getting things done

Benefits
Of course, we have all the necessary and standard benefits in place, but in addition to this, we can also offer:

• Sky-High Office: Modern and newly renovated with a 360-degree view around Stockholm.
• Puppy Friendly: Bring your dog to work - we've got a whole floor for our furry friends
• Fun & Games: Ping pong, Shuffleboard, Foosball, and even a Karaoke Room for your leisure time.
• Parental Pay for Six Months: Step away from work and provide the best care and love to your little one.
• A Day Off on Your Birthday: We love to celebrate, so enjoy your birthday to the fullest with a day off each yearm for your leisure time.
• Flexible Hours: Hybrid setup with working hours that adapt to your lifestyle.

Diversity and inclusion is very important to us and we are committed to creating an inclusive work environment. We want to be a workplace where everyone's perspectives and opinions are valued, and we are dedicated to creating opportunities for all employees to thrive and reach their full potential.

Get to know us
In 2022, Instabee was founded after combining Budbee and Instabox - two leading last-mile delivery companies with three consumer-facing brands: Budbee, Instabox, and Porterbuddy. Instabee serves millions of consumers across Europe with convenient deliveries and is on track to become the leading European e-commerce enabler. Always with the consumer at heart.

We're fast, both in terms of parcel delivery and when it comes to growing our business. So far our journey has taken us from Sweden to the rest of Scandinavia and parts of continental Europe, but we have no plans on stopping anytime soon. As we continue to expand, the complexity of Instabee grows in parallel. With that in mind, we're now looking for you to help us on the journey ahead.

This recruitment process consists of background checks via Verifiera as a review of previous public criminal records. The result is public information that is handled confidentially. This is mandatory for all recruitment processes at Instabee in Sweden.