Workforce Manager for Customer Experience

3 dni temu

Kraków, Lesser Poland zooplus Pełny etat

About the Role:

  • This is a challenging and rewarding role that involves managing call center resources to meet customer service level targets.
  • Key responsibilities include forecasting call volumes, creating effective schedules, and ensuring optimal staffing levels.
  • The ideal candidate will have strong analytical skills, excellent communication and interpersonal skills, and experience in workforce management or a similar role.

Responsibilities:

  1. Forecasting and Scheduling: Develop and maintain accurate forecasts of call volumes, taking into account historical data and real-time demand.
  2. Staffing Optimization: Ensure optimal staffing levels are maintained to meet customer service level targets, adjusting schedules as needed.
  3. Collaboration with Stakeholders: Work closely with internal stakeholders to ensure all promotions and campaigns are reflected in forecasts and schedules.
  4. Reporting and Analysis: Prepare regular reports on forecast accuracy, staffing adherence, and other key performance indicators.
  5. Problem-Solving: Identify and resolve issues related to availability, capacity, and scheduling, escalating concerns to Regional Leads as needed.

Requirements:

  • Bachelor's degree in Business Administration, Management, or a related field.
  • Proven experience in workforce management or a similar role.
  • Familiarity with workforce management tools and technologies.
  • Strong analytical and problem-solving skills, with ability to interpret data and make informed decisions.
  • Excellent communication and interpersonal skills, with ability to work collaboratively with internal stakeholders.
  • Fluent English written and spoken.
  • Ability to handle urgent issues and make real-time adjustments.

About Us:

Zooplus is committed to providing exceptional customer service, and we're looking for a talented Workforce Manager to join our team. As a leading online pet platform, we offer a unique opportunity to work with a passionate community of pet parents and professionals. If you're passionate about delivering outstanding customer experiences, we'd love to hear from you

  • Customer Care Workforce Manager

    3 dni temu

    Kraków, Lesser Poland zooplus Pełny etat

    Customer Care Workforce Manager (all genders)Full-timeMore than 20 years ago, zooplus was one of the first to bring the pet category into the world of eCommerce. Today, we stand strong as Europe's leading online pet platform, delivering moments of happiness to more than 9 million pet parents each year.We're on a mission to create joy for pets and their...

  • Customer Experience Improvement Manager

    4 dni temu

    Kraków, Lesser Poland ArcelorMittal Business Center Of Excellence Pełny etat

    About the Role:As a Customer Experience Improvement Manager, you will be responsible for analyzing and improving customer-facing processes to enhance overall customer satisfaction. You will work closely with cross-functional teams to identify areas of improvement and develop strategies to address them.Key Responsibilities:Analyze customer feedback and data...

  • Customer Experience Analyst

    22 godzin temu

    Kraków, Lesser Poland careersinpoland Pełny etat

    Job DescriptionWe are seeking a skilled Quality Assurance Specialist to join our team in Krakow, Poland. As a Quality Assurance Specialist, you will be responsible for evaluating and analyzing customer interactions to improve customer experience and satisfaction scores.You will work closely with the Quality Assurance Manager to ensure that employees are...

  • Customer Experience Manager in Krakow

    7 dni temu

    Kraków, Lesser Poland TN Poland Pełny etat

    We're seeking a highly skilled CUSTOMER EXPERIENCE MANAGER IN KRAKOW to join our team. As a Customer Experience Manager, you'll be responsible for leading our team to deliver exceptional customer experiences.About the RoleIn this role, you'll be responsible for leading our team to deliver exceptional customer experiences. You'll analyze customer needs,...

  • Customer Experience Transformation Manager

    1 dzień temu

    Kraków, Lesser Poland The HEINEKEN Company Pełny etat

    At The HEINEKEN Company, we prioritize customer experience as a key driver of success.About the RoleWe are seeking a Customer Experience Transformation Manager to join our team in Kraków. As part of our Digital Backbone program, we aim to introduce seamless and user-friendly experiences for employees and stakeholders across global operations.Main...

  • Customer Experience Manager, Poland., Kraków

    4 tygodni temu

    Kraków, Lesser Poland TN Poland Pełny etat

    Job Summary:A Customer Experience Manager is needed to drive the adoption and utilization of Cisco technologies and services within customer organizations.The successful candidate will play a crucial role in driving value realization and growth, taking end-to-end ownership of customer relationships and developing strategies to meet their business...

  • Customer Experience Champion

    5 dni temu

    Kraków, Lesser Poland Jitterbit Pełny etat

    Seeking Experienced Customer Success Manager for Key RoleJitterbit is a growing leader in the Integration Platform as a Service (iPaaS) tech space, empowering businesses to accelerate their digital journeys and future-proof their operations.We are looking for an experienced Customer Success Manager to join our team, focusing on delivering exceptional...

  • Customer Experience Continuous Improvement Manager

    4 tygodni temu

    Kraków, Lesser Poland TN Poland Pełny etat

    Job Title: Customer Experience Continuous Improvement ManagerClient:HuntsmanLocation:Krakow, PolandJob Category:OtherEU Work Permit Required:YesJob Reference:f805cbb74962Job Views:42Posted:23.01.2025Expiry Date:09.03.2025Job Description:Overview: Huntsman's Advanced Materials division is seeking a Customer Experience Continuous Improvement Manager to drive...

  • Customer Care Operations Specialist

    3 dni temu

    Kraków, Lesser Poland zooplus Pełny etat

    Job Summary: The Customer Care Workforce Manager is responsible for forecasting call volumes, creating effective schedules, and ensuring optimal staffing levels to meet customer service level targets.Key Responsibilities:Forecasts call volumes to create effective schedules based on real-time demand.Ensures optimal staffing levels are maintained to meet...

  • Customer Experience Lead

    5 dni temu

    Kraków, Lesser Poland Medius AB Pełny etat

    We are committed to delivering innovative solutions that exceed our customers' expectations. As a Product Manager, you will identify areas for improvement within suite-wide features and execute enhancements that improve the customer experience.You will use analytics and customer feedback to inform and refine product decisions. This includes presenting...

  • Workforce Intelligence Specialist

    4 dni temu

    Kraków, Lesser Poland PepsiCo Deutschland GmbH Pełny etat

    Talent Acquisition Role OverviewThis role is part of our Human Resources department and will focus on strategic workforce planning, labor market analysis, and talent intelligence. The successful candidate will be responsible for analyzing emerging skills, workforce demographics, competitive intelligence, talent flow analytics, and best practices in talent...

  • Support Experience Manager

    7 dni temu

    Kraków, Lesser Poland TN Poland Pełny etat

    We are looking for an experienced Support Experience Manager to lead our customer support efforts in Poland. As a key member of our team, you will be responsible for delivering exceptional customer experiences and driving business growth.Key ResponsibilitiesTeam Management: Lead and manage a team of customer support specialists.Customer Engagement: Develop...

  • Customer Service Workload Planner

    3 dni temu

    Kraków, Lesser Poland zooplus Pełny etat

    About the Position:We're seeking a highly skilled Workforce Manager to lead our customer care operations team. As a key member of our team, you'll be responsible for developing and maintaining accurate forecasts of call volumes, ensuring optimal staffing levels, and collaborating with internal stakeholders to achieve customer service level...

  • Technical Lead for Customer Experience

    3 godzin temu

    Kraków, Lesser Poland Grand Parade Pełny etat

    At Grand Parade, we are looking for a talented Technical Lead for Customer Experience to lead the development of features that improve customer journeys and usability across all domains. As a key member of our Cross Domain Customer Experience squad, you will be responsible for leading the ideation and development of features.About the RoleYou will oversee...

  • Customer Experience Strategist

    6 dni temu

    Kraków, Lesser Poland NTIATIVE IT Recruitment Pełny etat

    **Our Team**We are a tight-knit team of professionals who share a passion for innovation and excellence. Our team is committed to delivering exceptional results and making a positive impact in the lives of our clients.We are seeking a talented Customer Experience Strategist to join our team. As a key member of our customer experience team, you will be...

  • Client Services

    44 minut temu

    Kraków, Lesser Poland Abroad Experience Pełny etat

    Our international client who is an international non-profit organisation is looking for a proactive Client Services & Procurement Specialist.Responsibilities/TasksThe Client Services & Procurement Specialist is expected to serve as the client services expert as well as the procurement and order fulfilment expert for assigned product category within the...

  • Event Experience Manager

    3 dni temu

    Kraków, Lesser Poland Experis ManpowerGroup Sp. z o.o. Pełny etat

    Job SummaryWe are seeking an experienced Event Programs Manager to join our team at Experis ManpowerGroup Sp. z o.o. in Cracow.About the PositionThis Event Programs Manager role involves managing event requests, input needs, and driving effective engagements to meet customer and business objectives.The ideal candidate will lead and manage the Go-To-Marketing...

  • Customer Experience Associate

    5 dni temu

    Kraków, Lesser Poland SupportYourApp Pełny etat

    Delivering exceptional customer support requires a unique blend of technical expertise and interpersonal skills.As a Customer Support Consultant at SupportYourApp, you will be responsible for:Fostering positive relationships with customersResolving issues efficiently and effectivelyCommunicating clearly and conciselyStaying current with industry...

  • Customer Experience Specialist

    5 dni temu

    Kraków, Lesser Poland TTEC Europe Pełny etat

    About the JobWe are seeking a highly skilled and motivated Business Development Representative with Danish to join our team. As a key member of our sales team, you will be responsible for identifying and pursuing sales opportunities, negotiating agreements, and delivering exceptional customer experiences.Key Responsibilities:- Develop and execute account...

  • Travel Customer Experience Coordinator

    6 dni temu

    Kraków, Lesser Poland TTEC Europe Pełny etat

    Job Summary:TTEC Europe is seeking a talented Travel Customer Experience Coordinator to join our team in Krakow, Poland. As a multilingual support agent, you will be responsible for providing excellent customer service to our accommodation partners in Polish and English.Your Key Responsibilities:Responding to customer inquiries and resolving issues in a...