Process Manager Workforce Management (m/f/d) - #2153451

International. Digital. Sustainable. We have big goals. Our teams are bursting with positive energy and have a unique creative drive. Let's make a difference together, challenge the status quo and shape the future of the digital fashion world.

What Your Job Brings

Join Customer Care Management (CCM) as we transform for international customer excellence in a digital world. We need you to standardize processes and drive innovation!

Your tasks:

You will establish a global workforce management framework with international routing logic and control parameters for customer contact channels. You will also convert forecast data into a capacity plan and coordinate internal and external resources, taking into account all factors influencing staffing. You will record, improve, standardize and automate international workforce processes in order to increase customer satisfaction and quality both internally and for service providers.

Your contribution:

You will play a key role in shaping the future internationally standardized workforce processes at bonprix.

Your environment:

Customer Care Management is an international matrix organization in which you work together with colleagues* from France, Germany, Italy and Poland.

Your freedom:

If you like flat hierarchies and an international environment, you've come to the right place. We are in the middle of a transformation process that you can help shape.

What You Bring With You

Where bonprix is, is ahead. That's why we need people like you, who are simply further ahead in their minds. People who think agilely and turn a "can't" into a "can do". Ideally, you also have the following:

Your education:

You have successfully completed a degree or training with a commercial focus.

Your experience:

You have experience with workforce management processes and tools as well as customer service processes. You are skilled in understanding relevant KPIs and dependencies between contact channels. You are also adept at root cause analysis and deriving optimization opportunities.

Your skills:

You have at least B2 level English and very good project management skills. You also have analytical and problem-solving skills as well as excellent organizational skills and attention to detail. Communication and collaboration skills complete your profile.

Your soft skills:

You are highly experienced and enjoy working in an intercultural team. You are comfortable working in a fast-paced, sometimes stressful and changing environment. And you have a strong customer focus.

Become part of an open, tolerant and vibrant corporate culture and make your unique contribution. Apply now!