Workforce and Reporting Manager DACH

vor 4 Wochen

Bremen, Bremen, Deutschland EssilorLuxottica Vollzeit
Job Title: Workforce and Reporting Manager DACH - Customer Service

We are seeking a highly skilled Workforce and Reporting Manager to join our Customer Service team at our Grasbrunn location. As a key member of our team, you will be responsible for driving sustainable and cost-efficient operations, while ensuring best-in-class customer satisfaction.

Key Responsibilities:
  • Support the Customer Service team to meet performance targets and optimize resource usage
  • Drive sustainable operations with a focus on customer satisfaction
  • Understand customer needs and handle conversations with colleagues, peers, and external partners
  • Report events to drive service and sales, while keeping agents engaged through creative activities
  • Long- and short-term forecasting to support the CIC Operational Master Plan
  • Capacity planning and scheduling to minimize variation between forecasted demand and staff availability
  • Live monitoring and real-time management of transactions and allocation
  • Reporting and decision support to stakeholders
  • Business continuity and IT services management
Requirements:
  • High School diploma or equivalent in commercial or business studies
  • Minimum 2-5 years management experience in Customer Service Sales
  • Previous coaching/training experience and project management experience
  • Experience in multi-tasking and fast-paced environments
  • Fluent in German and English

We offer a dynamic and international work environment, with opportunities for growth and development. If you are a motivated and experienced professional looking for a new challenge, please submit your application.

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