Team Lead Workforce Management

Berlin, Germany Berlin Brands Group (BBG) has been designing, producing, and selling products in the areas of kitchen appliances, garden & living, sports and consumer electronics since 2005 and is now one of Europe’s largest digital companies. We love brands and products **Who we are**: BBG creates, builds, buys, and scales consumer brands globally. Within the last 16 years we have created and built 14 own e-commerce brands in the areas of kitchen appliances, garden & living, sports and consumer electronics. Our largest and best-known brands are Klarstein, auna, blumfeldt and Capital Sports. Since 2020, we have been buying e-commerce brands and scaling them globally through our more than 100 sales channels. By the end of 2021, we have acquired more than 40 brands and integrated them into our product portfolio. Our passion for good products is reflected by the over 4,800 items we bring to our customers in 28 countries via the D2C (Direct-to-Consumer) model. Our headquarter is in Berlin, however our more than 1000 employees work in many locations around the globe - from Europe, UK, USA, to Asia. We have big plans and reinvesting in world-class logistics and fulfilment, innovative digital marketing, e-commerce, marketplace development and other sales channels. To fuel this growth, we are looking for talented and motivated colleagues like you to join us in shaping the DNA of BBG. **What we offer**: A once-in-a-lifetime challenge working in the exceptionally fast-paced working environment of a hyper-growth international business. Challenging projects with plenty of entrepreneurial freedom in one of Europe's leading e-commerce companies. You will be supported by a team of highly skilled and dedicated colleagues. Flexible and hybrid working model with a modern office in the heart of Berlin (Spittelmarkt). We celebrate success together at numerous company events, currently digital. Opportunities for professional development, language courses as well as team training and coaching. Company benefits such as public transport ticket grant, 30% discount on products from our own shop and 40% employer's contribution to the company pension plan. Daily fresh fruits and vegetables as well as drinks and various health offers e.g. physiotherapy, yoga and back training courses (restrictions occur due to corona guidelines). **What you will do**: You are overseeing short-term workload forecasting and real time resource management for telephone and non-telephone activities in customer service. You actively manage the resource controlling team and are responsible for keeping Service Level and KPI targets for our internal, external and virtual Workforce. You are responsible for planning and controlling the yearly CS budget together with the Head/Director of Customer Service as well as for overseeing workforce planning and staffing from the "skills plan". You are forecasting incoming volumes as well as headcount needs and are capable of monitoring and managing budgets. You are managing our current external service partners and establish good relations with future business partners. You assist with maintenance, utilization, scheduling and tracking in the workforce management tool (opcyc). **What we are looking for**: You have successfully completed a business degree or equivalent, as well as several years of relevant work experience in the above-mentioned areas of responsibility. You have an appropriate experience in managing a team (ideally in WFM). You have a motivating, innovative and creative personality. You can identify business needs and complex situations based on profound technical knowledge. You have experience with inbound customer service and have managed a workforce with more than 100 employees before. Excel, SQL, Power BI and knowledge of WFM systems (ideally opcyc) are a must-have. Our international orientation requires very good English skills, both written and spoken. Experience of AI in Customer Service is a plus. JOIN THE GANG Berlin Brands Group Wallstr. 16 10179 Berlin