Specialist Workforce Management at the Chemnitz site (m/f/d)

You take the operational control of our service processes and ensure compliance with the defined service levels. The planning and maintenance of capacity and operational plans based on operational forecasts is your responsibility. You are responsible for the headcount and resource planning, ensuring the necessary capacities at any time. You control incoming contacts and resources within the framework of the Workforce Management and Routings. The monitoring of operational KPIs is part of your everyday life, while you recognize deviations or risks for target and budget achievement at an early stage. You analyze operating trends and performance data and take targeted measures to improve the process. The creation of reports and dashboards is within your task to render results transparent and to support data-based decisions. You coordinate the incident and problem management, analyze causes and initiate appropriate measures. In cooperation with Customer Operations, Workforce Management and other stakeholders, you actively contribute. You support the further development of our control, reporting and workforce processes

You bring a successfully completed degree in the field of business management or a comparable qualification. Finding professional experience in the customer service, workforce management or in the operating environment will help you. You have experience in handling multichannel or ticket systems such as Telegra, Dynamics, Genesys or comparable systems. In monitoring and analysis of operative KPIs, you feel safe and apply them routined. You have good knowledge in dealing with reporting or dashboard tools such as Excel or BI systems. Analytical and structured thinking skills characterize you and support you in everyday work. You bring a high number and data affinity and use it specifically for sound decisions. The strength of communication and the joy of working with different teams are yours. Independent, solution-oriented and structured work is self-evident for you. You are strong in communication, flexible, organized and have a heart for sustainability – then we look forward to you! Flowing English in Word and Writing? Yes, please!

An unlimited contract of employment. 30 days vacation. The possibility to work in part in the home office. A structured integration and support by an experienced team. A responsible role with insight into the management of a large customer service environment. Development options in the field of workforce management, operations or process management. .