Workforce Administrator (Customer Care department)

Position: Intraday Administrator

Short description:

Join Customer Care Management (CCM) at bonprix, as we transform for international customer excellence in a digital world. We need you to standardise processes and drive innovation! Become part of an open, tolerant, and vibrant corporate culture, making your unique contribution. Apply now!

Main information

Location: Łódź

Type of contract: contract of employment, full-time or part-time (30 hours a week)

Working mode: hybrid

Your responsibilities

· You will monitore and track the daily performance of our Inhouse Units and our Service Providers.

· Therefore you will be the first point of contact for them and adjust short-term needs (e.g., absences, routing, daily reporting).

· You will make decisions on a day-to-day basis focussing on required KPI-fulfillment (e.g. service level, handling rates).

· Beyond that you will create high-level performance analysis based on given models and identify root causes in case of intraday performance deviation to propose actions for improving and stabilizing the contact handling performance.

· With the responsibility to achieve the defined international service KPI by steering the day-to-day performance of the Inhouse Units and Service Provider for the European market you will shape the international CCM.

· Customer Care Management is an international matrix organisation in which you will work together with colleagues from France, Germany, Italy and Poland.

Our requirements

· You are experienced in intraday management in a multichannel-environment and you know the related relevant KPI and their interdependencies to different contact channels.

· You are aware of business/performance priorities and corresponding KPI-fulfillment.

· You have a minimum B2-level English proficiency and analytical skills as well the knowledge of analytical tools (e.g. Excel, Qlik Sense).

· You are a solution-focused team player with good communication and collaboration skills.

· And of course you have a strong customer focus!

· 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.

· You have successfully completed an apprenticeship.

What we offer

· Work in an international company.

· Stable employment under an employment contract.

· Co-financing for meals at the office.

· Private medical care package.

· Sports card at an attractive price.

· Life insurance on preferential conditions.

· Other social benefits.

· Seniority awards.