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Strategic Workforce Coordinator (Nordic Market)

Full time, Sweden

The Strategic Workforce Supervisor (Nordic Market) is a true change manager, responsible for the end-to-end planning, scheduling, and real-time supervision of workforce resources across Nordic operations. This includes forecasting demand, building compliant and culturally appropriate schedules and responding to live operational challenges to ensure optimal staffing levels are maintained to deliver Operational excellence.

This role requires a deep understanding of Nordic labor regulations, cultural norms and operational environments. It bridges long-term planning with daily execution, ensuring service levels are consistently achieved while supporting employee satisfaction and local compliance.

As a Strategic Workforce Coordinator, you will

• Create daily, weekly, and monthly staffing schedules tailored to regional business needs and cultural norms.
• Collaborate with operations leaders to develop accurate workforce forecasts based on historical data, call volumes and local business cycles.
• Ensure alignment between schedules and labor regulations, including maximum working hours, breaks, time off and union agreements. 
• Monitor real-time staffing adherence and demand fluctuations across all Nordic operations.
• Dynamically adjust staffing allocations to address live operational challenges, including absenteeism or unexpected demand spikes.
• Maintain balance between service levels, employee workload and operational efficiency through proactive real-time decisions.
• Ensure all workforce plans and actions comply with Nordic labor laws and internal HR policies.
• Stay informed on regulatory updates across Sweden, Norway, Denmark, Finland and adjust planning accordingly.
• Integrate flexible working norms and culturally relevant practices into schedules.
• Serve as the primary contact for schedule-related queries and updates from team leaders, HR and operations managers.
• Communicate changes to staff clearly and promptly, ensuring transparency in decision-making and promoting employee trust.
• Coordinate with contact center and remote teams to ensure region-wide coverage and responsiveness
• Track and report on KPIs including schedule adherence, workforce utilization, service levels and shift effectiveness.
• Analyze performance data to identify inefficiencies, gaps or opportunities for process improvement.
• Lead change initiatives to improve scheduling accuracy, employee satisfaction, and overall operational agility.
   

About you 

• Bachelor’s degree in Business Administration, Operations Management, HR or a related field (preferred).
• Required minimum 3 years of experience in workforce management, scheduling, or real-time operations preferably in contact center or multi-country environments.
• Proven experience managing workforce operations in Nordic countries with a clear understanding of labor laws and cultural practices.
• Proficiency in workforce management tools (e.g. Genesys, Verint, Calabrio).
• Strong Excel/data analysis skills with the ability to convert data into actionable insights.
• Experience in creating and managing reports focused on staffing efficiency and service performance.
• Strong analytical and problem-solving capabilities in time-sensitive scenarios.
• Effective communicator across cultures and hierarchical levels.
• Organized and detail-oriented, with the ability to multitask across markets.
• Culturally aware and adaptable to varying norms and expectations in the Nordic work environment.
• Fluency in English and Swedish is required.

About us
We’re a market leader in travel management: We help people and companies travel smart and achieve more, and our clients include some of the world’s best-known and most innovative business and consumer brands. We operate in more than 100 countries, and the majority of our 10,000+ people work virtually (because a 10-second commute usually makes awesome sense). We’re committed to sustainability and to driving success for our customers, our business and ourselves. Learn more about BCD Travel.

Your life at BCD

Working at BCD means connecting, collaborating and celebrating. You’ll be part of a virtual, dynamic and flexible work environment that fosters a good work-life balance so you can focus on what makes you happy. But don’t just take our word for it! Hear why people join BCD and more about the great perks of Life at BCD.

You’ll be offered

• Work-from-home or remote opportunities 
• Opportunities to grow your skillset and career
• Generous vacation days so you can rest and recharge
• A compensation package that feels fair to you, including mental, physical, and financial wellbeing tools
• Travel industry professional perks and discounts
• An inclusive work environment where diversity is celebrated

Ready to join the journey? Apply now!

We’re dedicated to building a diverse, inclusive and authentic workplace. If you’re excited about a role, but your experience doesn’t align perfectly, we still encourage you to apply We are committed to providing reasonable and necessary accommodations to ensure all employees can perform their roles effectively. For accommodation requests or further information, contact our Talent Acquisition department at [email protected]

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