Process Manager Workforce Management
4 tygodni temu
Join Customer Care Management (CCM) as we transform for international customer excellence in a digital world. We need you to standardize processes and drive innovation
Process Manager Workforce Management
Your responsibilities
- You will establish a global workforce management framework with international routing-logic and control parameters for customer contact channels.
- Also you will transform forecast data into a capacity plan and coordinate internal and external resources, considering all staffing impact drivers.
- You will record, improve, standardize, and automate international workforce processes to enhance customer satisfaction and quality for both in-house and service providers.
- You will play a vital role in shaping the future international standard workforce processes at bonprix.
- CCM is transitioning to an international line organization. You will work in an international project setting with colleagues from France, Germany, Italy and Poland.
- If you like flat hierarchies and an international environment, you've come to the right place. We are in the middle of a transformation process that you can help shape.
Our requirements
- You have successfully completed a study or an apprenticeship with a commercial focus.
- You are experienced in workforce management procedures and tools as well as customer care processes.
- You are proficient in understanding relevant KPIs and interdependencies among contact channels.
- Also you are skilled in root cause analysis and deriving improvement options.
- You have a minimum B2-level English proficiency.
- Very good project management skills.
- Also you have analytical and problem-solving skills as well as excellent organizational skills and attention to detail.
- Communication and collaboration skills round off your profile.
- You are well experienced and enjoy working in an intercultural team setup.
- You thrive to work in a high-paced, sometimes stressful, and changing environment.
- And you also have a strong customer focus.
What we offer
- Work in an international company.
- Stable employment under an employment contract.
- Private medical care package.
- Sports card at an attractive price.
- Life insurance on preferential conditions.
- Seniority awards.
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