Workforce Manager (Customer Care department)

ABOUT THE PROJECT:

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!

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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.

Become part of an open, tolerant, and vibrant corporate culture, making your unique contribution. Apply now!