Workforce Manager - Customer Experience (m/f/d)
Jimdo
Hamburg, DE
vor 4 Tg.

Workforce Manager - Customer Experience

Our Mission

At Jimdo, our mission is to help small businesses start, grow, and ultimately thrive online. Small businesses face new challenges with very little support or recognition.

We know how hard this can be, because we have been in their position. That’s where you can help us by designing intuitive tools to help small businesses solve complex problems.

With a forward-leaning and self-driven attitude, we continue to find new ways to help our customers get their ideas out into the world.

As a team, we run at a steady pace to achieve what we aim for. We learn best by gathering data, trying new things, and sometimes even falling down along the way.

It’s the lessons we learn in the process that make us better problem-solvers for small business owners.

If you’re motivated by our mission and excited to roll up your sleeves, try new things, learn from mistakes, and make a difference to small businesses around the world, we would love to work with you.

Location

We are happy to invite you to work with us in our office in Hamburg or permanently remote from any location where you are permitted to work from.

Wherever your working location of choice will be, we will make sure you get proper onboarding (virtual or in person) and that you are fully equipped to become part of the team from day one.

We will support you in case you would like to relocate to Germany.

Your Mission

Jimdo is expanding rapidly their product and service offering to continuously provide small businesses with the right tools to thrive and the customer experience is an important piece of the strategy to make sure this happens.

Our Support Operations team needs to align this hustle in order to provide outstanding support to our Customers.

Key to this mission is a need for a Workforce Lead to support the team with the creation of short, medium, and long term contact and staffing forecasts within all markets and channels.

Reporting to the Head of Customer Experience, Workforce Lead will work towards the strategic goal of delivering excellent customer service at optimal cost are achieved through accurate forecast modelling, collaborative planning, and effective communication.

Our Workforce management practices are still under development and we need somebody who can hit the ground running; a self-starter with entrepreneurial attitude who is comfortable in creating and implementing processes from scratch, and who would not be afraid to speak out when sees an opportunity to make a significant impact on the business.

Responsibilities

  • Create monthly, weekly, daily, and per hour interval forecasts of contact volumes and staffing requirements across multiple channels, markets, and lines of business based on historical trends, special events, and business growth objectives
  • Support Workforce Management related projects with internal teams and outsource partners.
  • Establish a contact and staffing forecast for all markets and clearly communicate the forecasted workload, changes, assumptions, inputs, etc to key stakeholders.
  • Data analysis, trend analysis, and preparation of hourly, daily, and monthly performance reports.
  • Manage the billing process to support from vendor partners before tracking approvals and final invoice amounts to finance.
  • Support the team with the provision of regular workforce-related reporting and data gathering.
  • Work with key Marketing, Product and Operations teams to account for changes that will impact Customer Support contact volumes.
  • Identify methods for improving forecast accuracy through analysis of contact and resource data.
  • Provide support operation teams with real time dashboards and data that improves real time management and decision making.
  • Requirements

  • 5+ years of workforce management experience (contact centre and support environment is ideal)
  • Proficient using Erlang formulas and statistical tools
  • Highly numerate, with significant experience of using Excel or Google Sheets for data collation and analysis
  • Strong analytical and problem solving skills with proven experience analyzing, interpreting, and summarizing complex data
  • Proven experience of producing accurate intraday / interval workload forecasting models using statistical techniques
  • Strong attention to detail and accuracy
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