Senior Workforce Manager (m/w/d)

Your Mission

We are looking for you as Workforce Manager (m/w/d) in our Headquarter in Munich, in Berlin or Halle in a hybrid model or also remote across Germany.

• You act as an interface between our renowned clients and our Operations team, responsible for the ideal allocation of our Talents.
• You lead the team actively and supports it with insightful evaluations.
• You are responsible for achieving relevant KPIs and can explain in detail if they were not achieved.
• You establish through your Forecasts the compliance with defined KPIs, identify short-term over- and under-staffing, and steer independent measures to optimize.
• You create insightful Forecasts and Reportings, are responsible for analyzing deviations, lead recommendations and obtain required improvement measures.
• You keep a constant overview of your Dashboards and Performance analyses, ensuring a smooth project workflow for all parties involved.

Your Skillset

• You possess a completed education and experience in Workforce Management or Personnel Deployment Planning.
• You have already gained experience in the Contact Center environment.
• You are familiar with both the needs of clients and Contact Center Agents, and are able to interact on an equal footing with both parties while professionally steering a project that benefits all parties involved.
• You are Excel proficient, possess advanced analytical skills, think entrepreneurially, and are able to present your results clearly.
• You have knowledge in Business Analytics Systems (e.g. Power BI), identify optimization potential, and lead these forward to the relevant departments.
• You set high standards for quality, act conscientiously and structured, and can adapt flexibly to changing situations.
• You communicate sovereignly and on an equal footing with all stakeholders (in German), are able to present your arguments diplomatically, and convince through a healthy dose of humor.

Your Winning Deal

• Your Benefits: Neben 30 Tagen Urlaub we offer you an Job lunch-Zuschuss (69 € per month), a