Process Manager Workforce Management

3 miesięcy temu

Łódź, Polska Bonprix Sp. z o.o. Pełny etat

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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