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Senior Capacity Planner for WFM

  • Applications are considered on a rolling basis
  • Tallinn
  • Hybrid
  • Applications are considered on a rolling basis
  • Tallinn
  • Hybrid

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.

Key Responsibilities:

  • 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.

Work with great people

Kristel Päss
Guest Relations Emergency Team Leader
"Every day is different, and you can never know what challenges are waiting. After ten years in Hurtigruten, there’s always something new to learn"
Mathys Javelaud
Senior Travel Consultant, French team
"We always explore new possibilities and ideas. It can be about the company and how makes the work better, but also new possibilities in a personal way with the career."
Gerda Tilk
IT Infrastructure & Platforms Operations Manager
"Explore with us” in Hurtigruten doesn’t only have a meaning for our wonderful travel destinations. I believe the whole company is continuously exploring, literally in every department."

Skills & Requirements

Qualifications & Experience:

  • 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.

Skills & Attributes:

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)

Why Join Hurtigruten?

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, we’d 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 leave—because 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 voyages—because 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 sauna—right 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 wins—big and small.

🔹 A Truly International Environment
Expand your horizons with global career opportunities in a diverse, multicultural workplace

Great Place to Work

  • Play your part

  • Inspire the Adventure

  • Make tomorrow better

About the company

Hurtigruten is one of the world’s great journeys, sailing and caring for the Norwegian coast since 1893. We are proud to be a national icon for generations of Norwegians and to have a special place in the hearts of our guests from around the world.

Our Original voyages connect 34 coastal communities. It is the classic way to travel the Norwegian coast as a local and has rightly become known as ‘The World’s Most Beautiful Voyage’.

To mark our 130-year anniversary, we launched an exclusive range of Signature cruises. These premium sailings showcase our favourite places of Norway’s coast with several hours spent in each port.

Quick overviewWe've been caring for our coast for 130 years and want to do whatever we can to help protect it for another 130 years and more. We’re creating sustainable travel experiences, striving to keep our footprint small and impact lasting.

Single-use plastic banHurtigruten was the first major travel company to have removed single-use plastic from its entire fleet and our hotels.

Hurtigruten FoundationThe Foundation specialises in the conservation of endangered species, fighting against marine and plastic pollution.

EmissionsCurbing greenhouse gas (GHG) emissions is crucial if we are to keep global warming in check. We know that the travel industry has work to do reducing its impact on the climate, so we’ve set out ways we can make a real difference by focusing on concrete, measurable solutions.

PeopleOur employees are at the heart of who we are. They’re the people who drive our business forward, the faces that guests see on board our ships, and the advocates for our brand.

CommunitySince 1893 we have been a lifeline on the Norwegian coast. The route we founded binds the country together, transporting people and delivering goods. Travel and tourism a catalysts for value creation in the beautiful local communities we are so lucky to visit and cooperate with.

Hurtigruteni sihtasutusSihtasutus on spetsialiseerunud ohustatud liikide kaitsele, mere- ja plastireostuse vastasele võitlusele.

Brit Pannel | Contact Person

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Hurtigruten

Tallinn | Hybrid
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