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Head of International Workforce Manager (m/f/d)
Are you passionate about statistics, forecasting, developing reports and improvement processes?
We are looking for an enthusiastic and motivated
Head of International Workforce Manager (m/f/d) | Sarajevo
The ideal candidate will provide:
- Experience in team leadership across multiple international locations
- Very good analytical skills, affinity for numbers and low tolerance for errors
- Numbers-driven decision maker
- 3 to 5 years of experience in Workforce Management in a Customer Care, BPO orContact Center environment, ecperience in operational Call Center business is an asset
- Demonstrated knowledge and skills in all Workforce related processes including planning, forecasting, intraday management, report development
- Good knowledge and understanding of complexities of scheduling in multi-skill and multi-site environment and Call Center related KPIs
- Experience in leading a team across multiple sites providing excellent employee management skills and aen enabling, motivational leadership style
- Strong communication skills as well as the ability to work in a team, innovative spirit and a high degree of flexibility
- Must have excellent command of English (verbal and written)
- Very good MS Excel skills, e.g. formula calculation, formatting, pivot charts, etc.
- Experience in handling and programming with Microsoft Visual Basic for Applications (VBA) desirable
- Willingness to travel
Your tasks:
- Team leader for an international team of 4 employees over 4 locations
- Contact person for the business partner
- Staff planning on a weekly and monthly basis, in particular forecasting and preparation of shift plans
- Contact person for employees for all questions regarding the shift plan
- Processing of vacation requests and evaluation of project-related statistics
- Close cooperation with Project Management and clients across 4 international locations
- Controlling and the derivation of appropriate measures and new implementations
- Key figure control: monitoring of KPI compliance
- Recognition of personnel bottlenecks in day-to-day operations and derivation of appropriate measures
- Correct time tracking, reporting of system failures
- Creation of reports for the client and for internal decision makers based on the KPIs
- Maintenance and further development of WFM tools
What we offer:
- A challenging and varied job with the option to ideally contribute yourself and your skills to the big picture
- The opportunity to further grow and develop an international team across 4 locations
- Global advancement opportunities within our company
- Fixed basic salary with performance-related bonus opportunities
- Highly motivated and committed team with flat hierarchies and a "Duz" culture
- Full enrollment and paid training with on-time pay
- Possibility to work from home partially possible
Join our team and apply now!
Our recruiting team is always available to answer your questions at +387 33 876 543 and looks forward to receiving your detailed application in German or in English, stating your earliest starting date, at [email protected] or use "APPLY NOW".
We have digitalized our recruiting process and are now offering virtual job interviews to all applicants.
About us: Since our foundation in 1998, excellent customer service has been our passion – in 2020 we took the next step and are now part of TELUS International. Since then, 50,000 team members internationally have been providing the highest level of customer service in over 50 languages – to globally active and respected partners.
