Analyst Personnel Deployment Planning & Workforce Management (m/f/d)

You love to make the right decisions with numbers? You have a good feeling for people and data and want to see how your analyses improve the everyday life of many colleagues in concrete terms? Then you're right with us! As Analyst Personal Use Planning & Workforce Management (m/w/d), you play a central role in the planning and management of our customer service. You make sure our customers reach us at the right time via phone and email and our teams are optimally used. That's what you expect: Analysis and forecast of the number of customer contacts via phone and email Development and implementation of forecasting and capacity planning models of both channels Control of personnel use to maintain defined service levels deriving concrete measures to optimize accessibility, reaction times and service quality Close cooperation with team management and IT for data integration and process improvement Structure and care of reports, dashboards and presentations

Complete studies in the field of economics, mathematics, statistics or comparable qualifications Multiannual professional experience in workforce management, ideal in customer service Knowledge gained in controlling communication channels, in particular telephony and e-mail Experience with popular WFM tools (e.g. injixo, Verint, Genesys) and BI systems Very good German skills (C1+), as you work closely with local teams Very good analytical skills and safe handling of large amounts of data Communication strength, initiative and a structured, solution-oriented approach Team skills and joy in cooperation with various disciplines