Hurtigruten is a leader in sustainable adventure travel, dedicated to delivering world-class customer experiences. We are seeking a Senior Capacity Planner to play a critical role in ensuring operational efficiency, strategic workforce planning, and service level delivery.

As a Senior Capacity Planner, you will be responsible for forecasting future workloads and determining optimal headcounts to meet service level agreements. You will work independently, driving new initiatives and projects that enhance our operational strategy.

• Develop and maintain accurate forecasts and capacity plans, covering key staffing elements such as volume, AHT, workload, and shrinkage.
• Manage long-term forecasts, short-term scheduling, and tactical weekly guidance.
• Optimize forecast accuracy through data analysis and reporting.
• Drive performance metrics, ensuring service levels, adherence, and occupancy are met.
• Collaborate with internal and external partners to optimize workforce efficiency.
• Oversee day-to-day operations, including task prioritization and issue resolution.
• Lead holiday planning, payroll tasks, and workforce hour tracking.
• Generate daily/weekly operational KPI reports for key stakeholders.
• Conduct audits on schedules and provide insights on workforce performance.
• Participate in relevant forums to anticipate potential business impacts.

• Minimum 3 years of experience in Workforce Management (WFM) or Strategic Planning within a contact center environment.
• WFM-focused certification (e.g., COPC, Six Sigma) is a plus.
• Proven ability to analyze large data sets and deliver actionable insights.
• Experience with WFM tools such as Verint, Five9, or Genesys.
• Familiarity with analytical platforms (e.g., Power BI, Power Query, Tableau) is an advantage.

Strong mathematical abilities with a solid understanding of data analysis and statistical methods
High-level analytical and problem-solving skills, ensuring effective workforce planning
Excellent verbal and written communication skills, with the ability to engage stakeholders
Ability to multitask and prioritize effectively in a high-volume, high-pressure environment
Proactive, detail-oriented, and organized, with strong follow-up skills
Strong collaboration skills, working across departments such as Local Markets, SDMs, Team Leaders, Marketing, Accounting, and Data & Analytics
High proficiency in Microsoft Office Tools
Fluency in English (written & spoken)

At Hurtigruten, you will be part of a dynamic and forward-thinking team that values innovation, efficiency, and excellence in workforce planning. If you thrive in a fast-paced environment and have a passion for data-driven decision-making, wed love to hear from you!

📩 Apply now and be part of our journey!

What We Offer:

🔹 Work-Life Balance That Works
Enjoy 6 extra days off on top of your 28-day annual leavebecause time to recharge leads to better performance.

🔹 Health & Wellness Tailored to You
Choose from a flexible benefits package, including sports compensation to keep you active or extra health insurance for peace of mind. Your well-being is our priority.

🔹 Continuous Learning & Growth
Advance your skills with language learning support and professional development opportunities. Growth is built into our culture.

🔹 Exclusive Travel Perks
Take advantage of fantastic staff discounts on Hurtigruten voyagesbecause you should experience the adventures we create.

🔹 A Culture of Collaboration & Fun
Join a positive, ambitious, and high-energy team where enthusiasm is contagious, and success is shared.

🔹 On-Site Health & Relaxation
Stay active with our on-site gym and relax in the saunaright in the office. Work-life balance at its best.

🔹 Celebrations & Team Events
From our Annual Gala to Health Month and team gatherings, we believe in celebrating winsbig and small.

🔹 A Truly International Environment
Expand your horizons with globa