Workforce Management Specialist

Summary

Join our team as a Workforce Management Specialist and become the driving force behind our efficient and flexible customer service operations. You will be responsible for developing precise forecasts, monitoring real-time operations, analyzing performance, and optimizing processes to ensure optimal resource allocation and service levels. This role requires strong analytical skills, experience with WFM tools, and excellent communication abilities. We offer a remote work opportunity with maximum flexibility, allowing you to work from anywhere with a dedicated workspace and fast internet. Enjoy a permanent contract, comprehensive onboarding, and the support of a unique, collaborative team.

Requirements

• Experience in workforce management, preferably in the BPO sector or contact center environment
• Strong analytical skills and experience with WFM tools and technologies
• Excellent communication skills: You can communicate clearly and effectively with various stakeholders and enjoy working in a team
• Flexibility and responsiveness: You are able to react quickly to changes and find solutions in real time
• Fluent German and English skills, written and spoken

Responsibilities

• Develop precise forecasts and deployment plans to ensure the right resources are available at the right time
• Monitor operational processes and adjust deployment plans in real-time to respond to unexpected fluctuations
• Conduct detailed analyses and create reports to evaluate the efficiency of deployment plans and identify areas for improvement
• Continuously work on improving our workforce management processes to maximize efficiency and service levels
• Maintain close contact with team leads and other stakeholders to ensure that deployment plans are optimally implemented and targets are met

Benefits

• Work from anywhere with a dedicated workspace and fast internet connection
• Necessary equipment for your daily work will be provided
• Comprehensive onboarding and support
• Permanent employment contract
• Maximum flexibility with attractive compensation