Manager Workforce and Service Provider Management (m/f/d)

Strategic and operational planning: Creating operational, tactical and strategic forecasts for all contact channels for short, medium and long-term resource and capacity consideration. Active service provider control & action tracking: You don't enjoy reporting, but you control specific optimization measures and tasks with the service providers. You track progress, keep deadlines and consistently demand the fulfillment of the agreed action items. Performance & SLA Management: Agent availability managed in consultation with service partners by providing appropriate resources to ensure the desired service level level permanently. In case of deviations, you promptly request solutions from the partner. Service campaigns and customer retention: Strategic communication at eye level with service providers operating the customer contact center for eprimo. You act as a savings partner, but also as a consistent quality monitor. Budget Responsibility: Tracking and controlling the service provider budget for operating the customer contact center.

Qualifications: At least 5 years of relevant professional experience as a workforce manager Multiannual experience in project management Multiannual experience in Planning & Resourcing / WFM / WFO in a Omnichannel environment (Voice & Non-Voice) completed studies of economics, economics or a comparable degree; as an alternative to a comparable commercial vocational training Energy Economic Knowledge Benefit Skills: You... first accurately short-, medium- and long-term forecasts for the contact volume, analyses seasonal trends and events with influence on the contact volume. work closely with quality assurance as part of an interdisciplinary team. have well-founded experience in the strategic management of external service providers and contributes the necessary enforcement capability and a high liability to successfully comply with measures. monitors live KPIs and lets the findings flow into your planning, backlog and forecast scenarios. possesses excellent analytical skills for identifying and interpreting trends from forecasts and the sense of deriving concrete improvements for customer service. have very good knowledge of the application of MS Office products (especially Excel and PowerPoint), Salesforce, Qlikview; ACD knowledge in Vonage, Twillio are desirable. show a high willingness to explore new themes independently and are familiar with agile working methods. have technical skills for processing, consolidation and analysis of large volumes of data from different sources. communicates target-group-specific and at corresponding “flight altitude”. have the ability to conceptualize analytic and entrepreneurial. think and work in a solution-oriented and result-oriented manner. like working in the team and wanting to shape the future together for eprimo. speaks very well German and English. Position, Performance & Mindset: Force of action: You are not too bad to crumble the sleeves and put on your own hand, only plans as much as necessary and try as much as possible. Responsibility: You think and trade with entrepreneurial understanding and drive your topics with energy and passion. Pioneering spirit: You are always at the heart of time, especially with regard to methodological approaches and technical and social trends. Sports spirit: You set ambitious goals to achieve with fun and motivation. Mindfulness: You promote a working environment that allows you and your colleagues to develop the maximum of individual potential. Development: You welcome failures as a source of learning because You help you get better and better.

Attractive workplace conditions through operational regulations, e.g. mobile and temporally flexible work, digital workstation (Notebook, iPhone etc.), additional free bridge days and more. Much self-responsibility and very good development possibilities A dynamic and agile working environment with family togetherness A learning culture that actively promotes individual development We have diversity. We welcome all people and are convinced that differences make us stronger. We live our inclusive and diverse corporate culture!

We look forward to your application. .