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Falk Aling
Manager Planning & Steering @Odido Nederland
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WORK HISTORY
Manager Planning & Steering @Odido Nederland
The Randstad, NL
Planning & Steering lead (Customer Operations, Odido). I turn demand forecasts, databases/SQL and Python analytics into an evidence-based WFM strategy across a multi-partner BPO ecosystem, owning SLA design, FTE modeling & staffing scenarios, multi-skill routing and vendor governance. Finance-led operator: align forecasts to budget/P&L, manage price-per-contact, OPEX and variance vs plan, and optimize unit economics and cost-to-serve. I solve hard, ambiguous problems in complex partner landscapes and translate data into resilient operating models.Keywords: WFM • Workforce/Capacity Planning • FTE Modeling/Headcount Planning • Forecasting (MAPE, driver-based) • Shrinkage/Occupancy/AHT/ACW • Intraday/Real-Time • SLA/KPI • Vendor/BPO Management & Governance • Budgeting & P&L • OPEX • Unit Economics • Cost-to-Serve/Price-per-Contact • Variance Analysis • Scenario Planning • Financial Modeling • Python/SQL • Power BI/Excel • Genesys Cloud • NICE TotalView • Omnichannel (Telecom)
EDUCATION
Vrije Universiteit Amsterdam (VU Amsterdam)
Master of Philosophy, hermeneutics and deconstruction
Nyenrode Business University
Master of Science (MSc), Business and management
University of Amsterdam
BA Philosophy, phenomenology and hermeneutics
SKILLS
ABOUT FALK ALING
Seasoned Manager of Workforce Management (WFM) and management team member with proven impact in telecom, banking, and BPO environments. I excel at bridging operations, analytics, and finance, enabling organizations to achieve measurable results in service, efficiency, and cost control.With 7+ years in telecom, 3+ years in insurance and banking, and over 10 years managing BPO partners, I am passionate about optimizing complex landscapes through data-driven decision making, partner management, and strategic leadership.My track record includes:• Leading high-performing WFM & BI teams (10+ FTE)• Delivering double-digit improvements in forecast accuracy• Successfully managing multi-million euro budgets and large-scale outsourcing contracts* Setup an acros-the-world partnermagement process to stabilize landscape• Implementing new WFM and BI tools to drive continuous improvementI thrive in fast-paced, international environments and am always open to new challenges—whether onsite, hybrid, or remote.Open to international opportunities. Let’s connect!
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