Strategischer Workforce Manager 80 – 100% — SGKB Bewerbermanagement Stellen

Full description

As a Strategic Workforce Manager, you will get the chance to redesign the management system of our consulting center. In doing so, you ensure that the resources are used in the consulting center where they achieve the greatest impact. Do you want to help shape the future of our customer service in this function within the consulting centre in St. Gallen with the help of data, automation and AI?

This is what you will do.

• You will develop a sustainable operating model for our consulting centre and design a management system with which the required capacities can be planned and controlled in the short, medium and long term.
• New technologies such as chat and voicebots, self-service solutions, analytics tools and assistance systems for employees are introduced and continuously developed.
• With data-based analyses, you control demand and capacities forward-looking and derive the necessary measures from this.
• You identify and prioritize optimization and automation potentials along the customer journey and implement them together with IT and digital units.
• You are responsible for forecasting and cross-channel capacity planning and ensure underground control as well as needs-based deployment and holiday planning.

You bring that with you

• A completed university degree (Uni/FH) or a comparable education forms the basis of your profile.
• Several years of experience in workforce management, contact center management or operational control. In addition, you have already successfully accompanied or led projects.
• You are thoroughly familiar with forecasting and capacity planning and bring knowledge of contact center technologies, such as call routing, MS teams telephony or Nimbus, as well as data analysis, BI and reporting.
• Experience with transformation projects, automation or the introduction of AI-based tools as well as a high level of implementation competence distinguish you.
• With your strategic and entrepreneurial thinking, you actively drive change and manage to develop concepts and successfully put them into practice.
• You act confidently towards different stakeholders and the management and convince with your solution-oriented and binding nature. Experience in the banking or regulated environment is an advantage.

Information Joachim Bühler, head of the consulting centre, is happy to answer your questions by telephone 071 231 39 54.

Application www.sgkb.ch/karriere, Brigitte Sauter, HR Business Partner For this position, no applications from external personnel service providers are considered.

I am interested and would like to apply