Workforce Management Expert

Spain, Barcelona, Sant Cugat del Vallès

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Reporting to the Head of Service Management and Infrastucture the Workforce Management Expert contributes to seamless and customer-oriented processes in Customer Service Europe by planning and scheduling the staff for the Product & Digital Solution Support department (ICC), including training and special tasks, in accordance with the relevant guidelines.

The role also handles the intra-day management by assigning or prioritizing tasks in the day-to-day business at the locations Mannheim and Sant Cugat.

Key Accountabilities:

1. Creation of the staff schedules in the Product & Digital Solution Support department (ICC) for Mannheim and Sant Cugat according to the defined guidelines and in coordination with the Workforce Management Team and, if required, with the corresponding Team Manager

  • Determination of personnel requirements for the staff scheduling
  • Creation of schedules for all Customer Service Advisors
  • Maintenance of the Workforce Management system, so that all hotlines are covered and special tasks are scheduled according to defined requirements and key figures
  • Implementation of daily changes and adjustments in the staff schedules

2. Take over of the intra-day management tasks

  • Autonomous and targeted allocation or re-prioritization of tasks in day-to-day business
  • Pro-active communication with the involved interfaces as well as initiation of measures
  • Communication in English and German (fluent in spoken and written) with Advisors, Team Managers and Business Partners.

3. Training & Home Office Planning

  • Planning of all required training activities and home office days in the staff schedule
  • Documentation of the current status in the corresponding systems
  • Participation in coordination meetings to prioritize training measures

4. Interface management & continuous optimization

  • Contact person for employee questions on all aspects of workforce planning
  • Acts as an ambassador for the Service Management & Infrastructure department
  • Active participation in project meetings with interfaces in English and German
  • Defining improvement measures and drive the operational implementation

5. Support in forecasting and strategic planning

  • Active participation in forecasting processes and relevant workforce management reports
  • Support of the Business Partner(s) within Workforce Management regarding forecasting and determination of workload and capacities
  • Assistance in the analysis and evaluation of various scenarios regarding workforce optimization

Key skills and Experience:

  • Successfully completed further education in the field of economics or related disciplines
  • 2 years professional experience in Customer Services and/or staff scheduling & planning
  • Fluent in spoken and written in English & German
  • Good knowledge of Microsoft Office
  • Methodological competence, analytical skills  and affinity for numbers and figures
  • Excellent communication skills, empathic, solution-oriented and team-oriented approach
  • Quick comprehension and willingness to take responsibility, works with autonomy and flexibility
  • Multi-tasking, agile skills and flexible to adapt to changes
  • Always willing to learn and grow with an attitude to go beyond
  • Engagement with our organization and with the Customer Services Transformation Journey