Workforce Manager (Customer Care department)

 This is what your job entails 

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! 

Your task:

We are looking for a motivated individual with expertise in capacity planning and routing, as well as a strong understanding of telephony systems and service provider management. You will be responsible for implementing control measures, setting and achieving KPI targets, and effectively utilizing workforce management (WFM) tools. Additionally, a foundational knowledge of project management principles is essential. In this role, you will take a proactive approach to optimize operations and enhance service delivery within our organization. 

Your contribution: 

You will play a vital role in shaping the future international standard workforce processes at bonprix. 

Your environment:  

CCM is transitioning to an international line organization. You will work in an international project setting with colleagues from France, Germany, Italy and Poland. 

Your freedoms: 

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. 

What you bring along 

Where bonprix is, is in front. For that, we need people like you who are simply more advanced in their thinking. Who think agilely and turn a "can't do" into a "can do". Ideally, you also bring the following with you: 

Your education:  

You have successfully completed a study or an apprenticeship with a commercial focus. 

Your experience:  

You are experienced in customer care workforce management methodologies 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. 

Your skills:  

You have a minimum B2-level English proficiency and 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.  

Your softskills:  

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. 

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