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!
Your task
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.
Your contribution
You will play a vital role in shaping the future international standard workforce processes at bonprix.
Your environment
Customer Care Management is an international matrix organization in which you will work together with colleagues from France, Germany, Italy and Poland.
Your freedoms
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 :
Your education
You have successfully completed a study or an apprenticeship with a commercial focus.
Your experience
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.
Your skills
You have a minimum B2-level English proficiency and very good project management skills. 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.
Your softskills
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 have a strong customer focus.
Become part of an open, tolerant, and vibrant corporate culture, making your unique contribution. Apply now!
benefits :
sharing the costs of sports activities
private medical care
sharing the costs of foreign language classes
fruits
corporate products and services at discounted prices
