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Lead Workforce Management (f/m/d)

Date:  Jan 10, 2022
Location: 

Berlin, DE, D-10587

Company:  Vista

Are you a passionate Analyst who wants to help us to handle our growing company and growing consumer base in an optimal way?

For our fantastic Berlin-based WFM team we are looking for a 

 

Lead Workforce Management (f/m/d)

 

We are Vista, the marketing partner to millions of small businesses around the world, empowering each one to live their dreams. For more than 20 years, we have helped small businesses look and feel credible through high-quality marketing products that include signage, logo apparel, promotional products, flyers and postcards, business cards, websites, and digital marketing. 

 

Our global CARE team is key in delivering best in class service committed to and focused on providing exceptional experiences for our customers. We are empowered to create lasting impressions and build authentic relationships with a wide range of small business owners each day. 

 

Being responsible for leading a team of local WFM Analysts in providing Scheduling and Real-Time Service Level Management support for the VistaPrint CARE Berlin and Venlo Centers – that would be your part. You will build and maintain a team environment and model behavior to foster the VistaPrint culture and values.

 

Your role will involve:

 

  • Overseeing the day to day WFM operation for the CARE Berlin/Venlo Center and ensure these centers are utilizing resources effectively to meet their goals. This encompasses the short/middle/long-range scheduling and capacity/budget planning as well.
  • Acting as a first point of contact for the Berlin/Venlo Operations and Support teams on WFM related matters
  • Managing the development of a team of WFM Real-Time Analysts. This includes conducting team meetings and one to one sessions with direct reports.
  • Providing timely updates to Operations on areas of potential risks and provide recommendations for appropriate corrective and mitigation measures
  • Being responsible for ensuring that site specific WFM processes and procedures are current, improved and updated
  • Managing communication plans to Operations and mitigation plans if required
  • Manage assigned initiatives aligned to the global Workforce Management Strategy
  • Responsible for driving a cohesive and collaborative relationship with stakeholders

 

In return you will bring:

 

  • Profound practical contact center workforce management experience
  • Strong analytical background is a plus (like SQL, data analytics, advanced Excel skills regarding pivots/power pivots, forecasting modelling practices)
  • Work experience with the Cloud WFM software Verint is a plus
  • In-depth knowledge of contact center operational management and workforce management methodologies and principles
  • A Bachelor degree is a plus
  • Well-developed leadership skills to counsel, direct, motivate and recognize staff
  • Superb interpersonal and communication skills
  • Creative approach to problem solving and team collaboration
  • Highly developed analytical, problem recognition and decision making skills
  • Expert computer skills with software programs such as MS Excel, Access, Project, Word, Power Point
  • German language skills are an advantage

 

You can look forward to:

 

  • A dynamic and truly international working environment in the center of Berlin
  • Energetic, cooperative and humorous colleagues of international teams
  • The possibility of working fully remote as well as office-based or hybrid working (remote/office)
  • Becoming part of a fast-growing ecommerce organization with plenty of opportunities for professional growth

 

Find out more about what makes working with us rewarding: https://www.youtube.com/watch?v=9nk8Z901AW4


Ready to make an impression? We look forward to your application (to include your earliest possible starting date and your salary expectation) via E-mail to berlinjobs@vistaprint.com or via our online portal.


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