WFM Manager

David Kennedy Recruitment is working with a leading BPO company which is looking to recruit for a Workforce Management Managerto join their team in Essen.

Role: WFM Manager (German and English)

Location: Essen Germany

Work model: onsite

Employment type: Contract

Remuneration: Base salary

DUTIES AND RESPONSIBILITIES:

• Actas the primary point of contact for designated accounts
• Collaborate with internal and external stakeholders to meet critical business objectives
• Set performance objectives for team resources
• Work with the Capacity Planner on staffing strategies for assigned markets.
• Conduct impact and trend analyses to recommend costeffective solutions.
• Coordinate with Operations and WFM Leadership on processes and guidelines
• Provide technical skills mentoring within the team
• Streamline processesin collaboration with colleagues andother functional teams
• Maintain communication with managementon potential service risks and delays

REQUIREMENTS

• At least3 years WFM experience or 5 years related experience in a contact center environment
• Bachelors degree or equivalent in the relevant fieldwill be considered an advantage
• Native/ fluent in English and German both written and oral
• Extensive experiencewith WFM processes and best practices
• Advanced skills in Microsoft Office tools (Excel Word PowerPoint Outlook)
• Strong knowledge of call center operations as well as call centre specific software
• Strong understanding of German labor law and regulations
• Demonstrated ability to conductstatistical & financial analysis

OFFER

• Relocation assistance is available
• Sign on bonus
• Private health insurance after probation period
• Working as part of a dynamic and multicultural team
• Regular fruit deliveries for a healthy lifestyle and free drinks
• Employee wellness schemes to include partnerships with fitness centers restaurants and beauty care