WFM Manager with German (Essen)

In Collaboration, We Are Hiring: Workforce Management Manager (German and English)!

Join us in shaping the future of workforce management as we partner with a leading BPO company in the vibrant city of Essen, Germany. We are on the lookout for an experienced Workforce Management Manager who is passionate about optimizing operations and enhancing team performance. This on-site role is perfect for a strategic thinker eager to make a significant impact!

Role: WFM Manager (German and English)
Location: Essen, Germany
Work Model: On-site
Employment Type: Contract
Remuneration: Competitive base salary

Key Responsibilities

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  Primary Point of Contact: Serve as the main liaison for designated accounts, ensuring smooth communication and alignment with client objectives.


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  Stakeholder Collaboration: Work closely with internal and external stakeholders to achieve critical business goals and performance targets.


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  Performance Management: Set clear performance objectives for team resources, guiding and supporting their development.


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  Staffing Strategies: Collaborate with the Capacity Planner to develop effective staffing strategies tailored to assigned markets.


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  Impact Analysis: Conduct detailed impact and trend analyses to propose cost-effective solutions that enhance operational efficiency.


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  Process Coordination: Work in tandem with Operations and WFM Leadership to establish and refine processes and guidelines.


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  Mentorship: Provide technical skills mentoring to team members, fostering a culture of continuous learning and improvement.


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  Process Improvement: Streamline existing processes by collaborating with colleagues across different functions.


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  Risk Management: Maintain open communication with management regarding potential service risks and delays, ensuring proactive mitigation strategies.

Requirements

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  WFM Mastery: Proven expertise with Verint Workforce Management, particularly in intraday management, is essential.


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  Experience: A minimum of 3 years of WFM experience or 5 years of related experience in a contact center environment.


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  Language Proficiency: Native or fluent in both English and German, with strong written and oral communication skills.


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  WFM Expertise: Extensive knowledge of workforce management processes and industry best practices.


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  Educational Background: A Bachelor’s degree or equivalent in a relevant field is preferred.


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  Technical Skills: Advanced proficiency in Microsoft Office tools (Excel, Word, PowerPoint, Outlook) is required.


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  Call Center Knowledge: Strong understanding of call center operations and call center-specific software.


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  Regulatory Knowledge: In-depth understanding of German labor law and regulations.


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  Analytical Skills: Demonstrated ability to conduct statistical and financial analysis effectively.

What We Offer

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  Relocation Assistance: Support for a smooth transition if you’re moving to Essen.


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  Sign-On Bonus: Competitive sign-on bonus to welcome you to the team.


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  Health Benefits: Access to private health insurance after the probation period.


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  Dynamic Environment: Work within a multicultural team that values diversity and collaboration.


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  Employee Wellness: Enjoy regular fruit deliveries, free drinks, and partnerships with fitness centers, restaurants, and beauty care providers to promote a healthy lifestyle.

If you are a results-driven professional ready to take your career to the next level as a Workforce Management Manager, we invite you to apply! Let’s optimize workforce management together!