Lead Workforce Management

vor 1 Monat

Berlin, Deutschland Sumup Vollzeit

Lead Workforce Management

Summary: SumUp is looking for a Head of Workforce Management to join our team and lead the development and implementation of workforce management strategies across our customer service organization. The ideal candidate will have experience in managing workforce management teams (internal and outsourced across multiple geographies), be data-driven, and possess excellent communication skills.

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

This role will be great if you have the following:

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

If you are a proactive, data-driven leader who is passionate about workforce management and customer service, we encourage you to apply for this exciting opportunity

Why you should join SumUp

Opportunity to work with SumUppers globally on large-scale fintech products used by millions of businesses worldwide, from our Berlin office. This involves an office-first setup

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

‍♂️ Numerous other benefits such as Urban Sports Club subsidy, Kita placement assistance, relocation assistance, subsidised office lunches

Job Application Tip

We recognise that candidates feel they need to meet % of the job criteria in order to apply for a job. Please note that this is only a guide. If you don’t tick every box, it’s ok too because it means you have room to learn and develop your career at SumUp.

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