Workforce & Prozessmanager Customer Service (m/f/d)

NOVENTI is the leading provider of billing, software, financial services and digital platforms in the European healthcare market. The offer is aimed at all health care providers such as pharmacies, physiotherapists, ergotherapists, medical hospitals, and doctor's practices. We accompany our customers in digital transformation processes such as eRezept, offer hybrid solutions and connect both the service providers in the healthcare market and the people with each other. Founded 125 years ago, the company headquartered in Munich now comprises over 1,600 employees. Projektmanager (m/w/d) Customer Service Bietigheim-Bissingen, Mannheim, Munich, up to 50% mobile work possible As a Workforce & Process Manager (m/w/d), you take the central control of our personnel planning in customer service and ensure that our around 160 customer advisors – both internally and externally – are optimally used. This with the common goal of allowing our customers more time for health.

You are responsible for forecasting as well as capacity management, and you are creating precise forecasts based on historical data, campaigns and market trends. From this, you accurately control the personnel requirements and adapt the planning proactively, for example in seasonal fluctuations or new requirements in the healthcare environment. In the operational control, you coordinate internal layer plans, ensure compliance with relevant KPIs such as service levels and utilisation, and make real-time deviations. At the same time, you control external service providers, tune capacities, analyze their performance and, if necessary, initiate measures to optimize. In addition, you analyze existing processes, develop more efficient layer models and accompany the introduction and further development of WFM tools. You ensure compliance and maintenance of process documentation. Existing processes analyze continuously, conduct optimization potentials to reduce complexity and control their implementation including training of the participating teams. You can easily prepare key figures, guide action recommendations and act as a central interface between internal teams, executives, external partners and other stakeholders.

You have first to at best several years of experience in workforce management, ideally in the environment of customer service structures and in the control of external service providers. You have a profound understanding of forecasting, capacity planning and relevant KPIs such as service level, AHT or utilisation. Dealing with common WFM tools and Excel is self-evident, as well as bringing a good analytical understanding and basic knowledge of statistics. Personally you convince by a high level of control, clear communication and a pronounced solution orientation. Also in dynamic situations you keep an overview and trade pragmatic. Teamwork and cross-departmental coordination are of course for you. First experiences in the healthcare environment, knowledge of agile working methods or touch points with automation solutions (e.g. chatbots) complete your profile.

Pensions Concepts specifically tailored to our industry and attractive grants Customs Day An individually planned customs day as an additional free day EGYM WELLPASS Beneficiary membership for exercise, compensation and health Company discount Benefit from attractive employee discount programs Education 15 days per year mobile work abroad Belonio vouchers Monthly credit of up to 50€ for well-known coupon partners Germany ticket NOVENTI grants the German ticket with 25 € Company bicycle Bicycle leasing of a high-quality (e-)bike with control advantage HASI-day To enjoy the holidays in full, on Christmas Eve and New Year's Eve is free We stand for the following values: Collaboration: We work together and find solutions to achieve our corporate goals. Innovation: We look beyond the edge of the plate, create creative spaces and have the courage to try something new. Transparency: We communicate clearly and openly and let words always follow actions. Customer focus: We act in all areas and at all levels service-oriented, for the benefit of our customers. Dynamics: We act proactively and live understandable processes. Entrepreneurship: We take responsibility at all levels and make economic decisions with the aim of strengthening the NOVENTI Group. Estimate: We have confidence in each other, are respectful and give constructive feedback. .