Vacant job

Unit's Mission

The Business Area (VO) Introductory Support contributes to the Swedish Public Employment Service's goals of reducing time to employment and decreasing incorrect payments.

Within the National Assessment and Planning division, the Business-Related Support unit, along with the Staffing and Business Analysis sections, is responsible for resource planning, scheduling, and business analysis within the remote meetings of the employment service for VO Introductory Support and VO Coordinated Support. The mission includes capacity planning, forecasting, optimized scheduling, as well as monitoring the business's goals and results. The unit also plays a crucial role in the business's improvement work, providing process support to employment counselors and producing business reports.

We are now looking for a qualified case manager, Resource Planner, with experience leading implementations within WFM (Workforce Management).

Job Description

The initial task involves representing BVA and leading a workflow related to the implementation of a new agreement for the Contact Center and WFM. The work includes migration from Calabrio On Prem to Calabrio Cloud and runs from start until Q1 2027. Thereafter, the role shifts to a more operational focus on forecasting, scheduling, and other WFM activities within the employment service.

In this role, you are responsible for optimizing resource planning and staffing based on business needs, demand from job seekers and employers, and taking employee working conditions into account. The role involves many contact points and requires strong skills in leading change management, creating collaboration, and communicating in a trust-building manner. You will work independently in an expert function where analysis, improvement work, and own initiatives are central parts of the assignment.

Examples of Tasks

• Lead workflow for implementing new WFM system until Q1 2027
• Forecasting, resource planning, and optimized scheduling
• Adjust staffing based on changed needs and resource situation
• Support the business in questions regarding schedules, staffing, and competence planning
• Plan training, meetings, and administrative activities
• Administer and maintain functions in the WFM system
• Ensure quality in scheduling and telephony platforms
• Contribute with analyses, improvement proposals, and development of working methods
• Collaborate closely with colleagues regarding monitoring, analysis, and business development
• Contribute to continuous learning and development within the area

Our Offer

The position is a permanent full-time employment that may start with a six-month probation period. The location is Stockholm, Sollefteå, Karlskoga, Söderhamn, Östersund, or another location where the unit is represented.

In this position, we offer the possibility to work remotely up to 49 percent on an annual basis.

We offer you the opportunity to work at a workplace where we value balance between work and private life. You will have access to a generous holiday agreement and flexible working hours. Our benefits also include fitness activities during working hours and a favorable fitness allowance.

As an employee of the Swedish Public Employment Service, you also have access to competence development and career opportunities within the agency. Through our work, we contribute to an inclusive and sustainable society, where you get the opportunity to make a real difference for individuals and for society as a whole.

Basic Requirements for the Position

• Documented experience in resource planning and staffing in operations with digital customer meetings or contact centers
• Very good knowledge of Calabrio WFM cloud solution or other tools used in the support process
• Experience in forecasting, scheduling, and capacity planning
• Experience working data-driven with analysis, statistics, monitoring, and business-related planning
• Experience participating in or leading implementation, change management, or system introduction
• Experience collaborating with several business functions and stakeholders
• Good communication skills and experience in conveying information pedagogically and understandably to different target groups both verbally and in writing

Other Merits for the Position

• Experience from customer meeting processes and having worked in the Workforce Management process, as a WFM planner or with Real Time management
• Experience with the employment service's work processes to understand the business

The state values guide us in our daily work. As an employee, you are expected to work fairly, impartially, and with high integrity, and to contribute to maintaining and strengthening trust in our agency.

In addition, you must have personal ability and aptitude to work in accordance with the Swedish Public Employment Service's employee criteria. Read more about the state values and our employee criteria on our website.

As an employee of the Swedish Public Employment Service, you are expected to be:

Responsible – take responsibility for your work, collaborate, and contribute to a good working environment.

Proactive – take initiative, contribute to improvements, and handle changes.

Result-oriented – plan, follow up, and contribute to business benefits and results.

Application

Does this sound like a job for you? Welcome to send your application by 2026-06-07.

Attach your CV where you specify year, month, and tasks for each employment, as well as certificates proving requirements regarding education and/or work experience in your application.

It is important that you answer the selection questions in detail and truthfully, so that we get a clear picture of your experience. If requested information is not provided, you risk being excluded from the selection. You do not need to send a cover letter.

Selection tests may occur during the recruitment process. We will keep you informed throughout the entire recruitment process.

If you have protected personal data, contact the recruitment partner named in the advertisement, and you will receive help submitting your application.