Workforce Manager (m/w/d)

Your Mission

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

• You act as an interface between our renowned clients and our operations team, responsible for the ideal Aussteuerung der Einsatzplanung for our talents.
• You ensure through your forecasts the Einhaltung der definierten KPIs, identify short-term Über- und Unterbesetzungen, and steer independent measures to optimize.
• You take over project internal Kommunikation for Ressourcenplanung in close cooperation with team leads, trainers, and quality analysts.
• You create informative Forecasts and Reportings, responsible for the Ursachenanalysen when deviations occur, lead action recommendations, and obtain the necessary Verbesserungsmaßnahmen.
• You keep a constant overview of your Dashboards and Performanceanalysen, ensuring a smooth project workflow for all involved parties.

Your Skillset

• You possess a completed education and have experience in Workforce Management or personnel deployment planning.
• You have already gained experience in the Contact Center Umfeld.
• You know both the needs of clients and Contact Center agents and are able to act on Augenhöhe with both parties, as well as professionally steer a project that benefits all involved parties.
• You are an Excel-Profi, possess advanced analytical skills, think unternehmerisch, and are able to present your results clearly.
• You have a high standard for Quality, act gewissenhaft and strukturiert, and can adapt to changing situations flexibel.
• You communicate souverän and on Augenhöhe with all stakeholders (in German), are able to present your arguments diplomatisch, and convince through a healthy dose of humor.

Your Winning Deal

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