Global Workforce Manager (f/m/d)

☞ Holidu GmbH

전망: 139

갱신일: 14-10-2024

위치: Munich Bavaria

범주: 행정 / 임원 / 보조원 컨설팅 / 고객 서비스 금융 / 은행 / 재고

산업:

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작업 내용

Your future team

You will be a key member of the global customer support leadership team, reporting directly to the Director of Customer Support. You will be responsible for the workforce management of a 150+ global internal and external support team, driving quality and cost efficiency, including forecasting staffing needs, developing scheduling plans, and monitoring service levels to ensure exceptional customer support. This role will be exciting to those who have already had years of experience in WFM, but are eager to make their mark, build and manage their own process from the ground up at a fast-growing tech company. If you are knowledgeable in WFM, data-oriented and ambitious, we would love to hear from you.

Your role in this journey

  • Capacity Planning: Developing and maintaining staffing plans to ensure adequate coverage and minimize overstaffing or understaffing.
  • Scheduling: Creating and managing schedules for employees across 10+ lines of business, ensuring that they align with demand and meet performance targets.
  • Continuous Improvement: Defining, monitoring and analyzing workforce metrics, such as call volume, AHT, and forecast accuracy, and using this data to drive continuous improvement.
  • Vendor Management: Working closely with our outsourcing partners to drive cost efficiency and quality.
  • HR: Collaborating with other departments, such as HR and Finance, to align workforce planning with business goals.
  • Tooling: Implementing and refining workforce management strategies and tools, such as scheduling software and forecasting models.
  • Reporting: Providing regular reporting and analysis to senior management on workforce performance and trends.
Your backpack is filled with

  • Bachelor’s degree in Business Administration, Operations Management, or a related field.
  • 5+ years of experience in workforce management, with a proven track record of success.
  • Strong analytical skills, with the ability to identify trends and develop actionable insights.
  • Excellent communication and leadership skills, with the ability to motivate and develop team members.
  • Experience with workforce management tools and software, such as scheduling software and forecasting models.
  • Strong proficiency in Microsoft Excel and other data analysis tools.
  • Ability to work independently, prioritize tasks, and manage time effectively.
  • Fluent English skills.
Our adventure includes

  • Have an impact on the millions of people using our product every month.
  • Grow with responsibility from day 1 and develop yourself further through regular feedback, workshops and knowledge exchange.
  • Use your personal development budget and 2 extra days off to enhance your professional skills by visiting conferences, buying books, attending courses and more.
  • Connect and have fun with international, diverse and yet like-minded people at work, regular events and weekly office days with your team.
  • Get to know the world with our flexible home office policy and the opportunity to work from other local offices.
  • Go travelling for 28 vacation days + the possibility to take up to 10 unpaid vacation days with interesting discounts on our Bookiply properties.
  • Get a sneak peek at the adventure that awaits you on Instagram .
Want to travel with us?

Apply online on our career page! Your first travel contact will be Lena from HR.

We champion diversity in every aspect of life. We encourage applications from all genders, corners of the world and individual backgrounds. If you have a disability or special need that requires accommodation, please let us know.

LENA

Location

Munich, Germany
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마감 시간: 28-11-2024

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