Workforce Manager Kundenservice (m/f/d)

As a Workforce Manager (m/w/d), you take a key role in the strategic and operational management of our personnel resources – with particular focus on the efficient planning and control of the communication channels phone and email in customer management. 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 for both channels Control of personnel use to ensure defined service levels deriving concrete recommendations for action to optimize accessibility, reaction times and service quality Close cooperation with team management and IT for data integration and process improvement Creation 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 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