Customer Support Workforce Manager

3Shape develops 3D scanners and software solutions that enable dental and hearing professionals to treat more people, more effectively. Our products offer advanced solutions that greatly affect the lives of both patients and dental professionals around the world.

3Shape is headquartered in Copenhagen, with development teams in Denmark, Ukraine, North Macedonia and with a production site in Poland.

We are a global company with presence in Europe, Asia and the Americas. Founded in a year 2000, today, we provide services to customers in over 100 countries. Our growing talent pool of over 2000 employees spans 35+ nationalities. Our UA office was founded in 2006, and we are continuing to grow, hire and take care of our employees even during the war in Ukraine. Among other actions, we support our contractors who are called to the military service, as well as attend to our colleagues' mental health by implementing different activities.

If you are looking for stability in your future, we are the right place for you.

Now, we are looking for Workforce Management Specialist to optimize and implement staffing planning for customer support teams globally and contribute to projects and initiatives that support the overall goals for the Customer Success department & 3Shape in general.

Who are we looking for?

Professional skills:

• Experience in employee management, forecasting, and scheduling
• Proficiency in WFM tools (e.g., Calabrio, NICE, Verint, Genesys, Excel)
• Analytical mindset and problem-solving skills
• Experience in complex multi-channel customer support environments
• Knowledge of automation and AI-driven staff solutions
• Understanding of global customer support operations

Personal skills:

• Structured and detail-oriented
• Effective communicator and collaborator
• Solution and process-focused
• Thrives in fast-paced environments
• Works well when faced with stress and tight deadlines

What you will you do:

• Forecast contact volumes and staffing requirements based on historical data, trends, and business needs for Support, Customer Success (onboarding + proactive outreach) and Inside Sale
• Optimize scheduling for efficiency
• Implement of global WFM framework incl. automation
• Work on high satisfaction of stakeholders
• Initiate contributions to overall goals of 3Shape Customer Care

Being the part of us means:

• Opportunity to become a part of what 3Shape has created over the past two decades.
• Meaningful work that changes the future of dentistry
• Work in a professional and friendly environment
• Constant professional growth and development
• A healthy work-life balance
• Occasional business trips to Western Europe

We offer:

• 39 hours of employment per week within a flexible time frame
• 24 business days of annual leaves
• Medical insurance (with additional Dentistry Budget and 10 massaging sessions per year included)
• Possibility of flexible remote cooperation
• Good working conditions in a comfortable office near National Technical University «KPI» which includes: Blackout ready infrastructure. Corporate Paper Book Library. Gym-Room with Shower.
• A parking lot with free spaces for employees
• Partial compensation of lunches
• Paid sick leaves and child sick leaves
• Maternity, paternity and family issues leaves
• Well-being program: monthly well-being meetings and individual psychology hot-line

Want to join us and play a role in the evolution of dentistry?

For more information, visit our web-site: www.3shape.com or contact by email [відгукнутися].

You can follow us on social media :

www.facebook.com/3Shape