Workforce Management, Consumer Operations

vor 1 Woche

Berlin, Deutschland Klarna Vollzeit

On our path to becoming the world’s favorite way to shop, we’re assembling an unparalleled global talent network, accelerating individual careers, and disrupting entire industries. We are on a mission to liberate humanity from all the meaningless time spent managing their purchases and finances, so they can do more of what they love. We’re in search of global talent eager to embrace our atmosphere and defy their own expectations.

**About the job.**

As a key member of the Global Workforce Management team, you will take a hands-on enthusiastic approach - supporting your team and associated Consumer Operations teams within Klarna and the outsourced partners to drive stronger, controlled, more efficient resource planning processes and performance while remaining flexible to the demands of a dynamic and growing business.

**What You’ll Do**:

- Create and implement detailed WFM processes with clear accountability and stakeholder mapping.
- Contribute to consistently improving quality of service through close involvement across relevant stages of the WFM cycle including Forecast cycle - turning qualitative strategies into concrete capacity plans / Capacity planning - compilation and validation of vendor capacity/staffing levels / RT Handover - ensuring smooth handover of staffing picture to real-time management team members / Performance - Analysis of WFM-related performance reporting, including delivering updates and business insights

**Your qualification**:

- Project management experience a plus - taking an organized, flexible, and biased-to-action approach to implementing solutions
- Strong sense of ownership and accountability, approaching challenges constructively and creatively, while seeing tasks through to completion
- Detail-oriented and data-driven
- Minimum 2 years experience working in WFM or related role within a contact center environment
- Current understanding of contact center operations and metrics
- Familiarity with Excel, Google suite of products including Google Sheets
- Ability to communicate clearly and effectively in English across all levels of the business hierarchy
- Experience working in teams spread across multiple regions

**How to apply**

We have multiple positions open at different levels with similar skill set.

**What we offer**:
**Diversity & Community**
- With our diversity of skills, perspectives and backgrounds, we can create, innovate, and disrupt like no other. Diversity is part of who we are, and essential to our success.

**Ownership & Impact**
- Here, every voice matters. We’re organized into hundreds of small teams, each run like a start-up, focused on their own problem-space.

**Trust & Collaboration**
- Successes and failures are won together at Klarna in a melting pot of teams. Win, lose, and learn, we’re on this path together.

If you love what you do, you should love where you do it. We appreciate that everyone’s different and has their own preferences of where and how to work. We genuinely believe in the power of regular face-to-face interactions in building close connections with our teams, but we also strongly believe people can work effectively remotely. This means that combining both is the key to success.

At Klarna, You can choose between working from the office, remotely within your employment country, or even outside of it for up to 20 working days per year. Flex it up 

**Challenges & Rewards**
- We take a very Swedish approach to benefits. Support for parents, health and wellness perks—we’ve got you covered.

**About Klarna

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