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Workforce Management Lead

vor 2 Monaten

Berlin, Berlin, Deutschland Sumup Vollzeit
Lead Workforce Management

SumUp is seeking a seasoned professional to lead the development and implementation of workforce management strategies across our customer service organization. The ideal candidate will have a proven track record in managing workforce management teams, be data-driven, and possess excellent communication skills.

Key Responsibilities:
  • Develop and implement workforce management strategies that drive operational efficiencies, increase productivity, and improve customer experience
  • Manage and mentor a team of workforce management analysts responsible for forecasting staffing needs, scheduling, and real-time monitoring of service levels
  • Analyze data and trends to identify opportunities to optimize staffing levels, improve service levels, and reduce costs
  • Work cross-functionally with other teams to ensure alignment of workforce management strategies with business goals
  • Develop and maintain key performance indicators (KPIs) to track performance across the workforce management team and customer service organization
  • Collaborate with senior leadership to develop and implement long-term workforce management strategies that support the growth and success of the business
  • Develop and maintain relationships with external vendors and partners to ensure the delivery of workforce management services that meet business needs
Requirements:
  • Bachelor's degree in Business Administration, Mathematics, Statistics, or related field
  • 7+ years of experience in workforce management, with at least 3 years in a management role
  • Strong analytical and problem-solving skills with experience in data analysis and forecasting
  • Experience with workforce management software and tools, such as Verint, IEX, or NICE
  • Excellent communication skills, with the ability to present complex data and insights to senior leadership
  • Ability to work collaboratively with cross-functional teams and stakeholders to achieve business goals
  • Demonstrated experience in developing and implementing workforce management strategies that drive operational efficiencies, increase productivity, and improve customer experience
Why SumUp?
  • Opportunity to work with SumUppers globally on large-scale fintech products used by millions of businesses worldwide, from our Berlin office
  • Commitment to Diversity and Inclusion: Be part of a workplace that values and promotes diversity, fostering an inclusive environment where everyone's perspectives are respected and embraced
  • A dedicated annual L&D budget of €2, for attending conferences and/or advancing your career through further education
  • Enrolment onto our VSOP program: You will own a stake in SumUp's future success
  • A corporate pension scheme where we match up to 20% of your contributions
  • 30 Days Sabbatical: Enjoy the unique opportunity to take a well-deserved break with our 30 days sabbatical benefit after completing 3 years of employment with SumUp
  • Referral Bonus: Earn additional rewards by referring talented individuals to join the SumUp team