Join Customer Care Management (CCM) as we transform for international customer excellence in a digital world. We need you to standardize processes and drive innovation!
responsibilities :
You will establish a global workforce management framework with international routing-logic and control parameters for customer contact channels.
Also you will transform forecast data into a capacity plan and coordinate internal and external resources, considering all staffing impact drivers.
You will record, improve, standardize, and automate international workforce processes to enhance customer satisfaction and quality for both in-house and service providers.
You will play a vital role in shaping the future international standard workforce processes at bonprix.
CCM is transitioning to an international line organization. You will work in an international project setting with colleagues from France, Germany, Italy and Poland.
If you like flat hierarchies and an international environment, youve come to the right place. We are in the middle of a transformation process that you can help shape.
requirements-expected :
You have successfully completed a study or an apprenticeship with a commercial focus.
You are experienced in workforce management procedures and tools as well as customer care processes.
You are proficient in understanding relevant KPIs and interdependencies among contact channels.
Also you are skilled in root cause analysis and deriving improvement options.
You have a minimum B2-level English proficiency.
Very good project management skills.
Also you have analytical and problem-solving skills as well as excellent organizational skills and attention to detail.
Communication and collaboration skills round off your profile.
You are well experienced and enjoy working in an intercultural team setup.
You thrive to work in a high-paced, sometimes stressful, and changing environment.
And you also have a strong customer focus.
offered :
Work in an international company.
Stable employment under an employment contract.
Private medical care package.
Sports card at an attractive price.
Life insurance on preferential conditions.
Seniority awards.
benefits :
sharing the costs of sports activities
private medical care
life insurance
fruits
corporate products and services at discounted prices
