Workforce Manager (m/w/d), Winterthur, 80-100% — Implenia

Full description

As the largest real estate management service provider for demanding residential, office and commercial areas, we offer our customers a comprehensive all-round service package. With our centrally located Customer Value Center (CVC) near the train station in Winterthur, we provide tenants, interested parties and suppliers with a central point of contact. Through various channels, we ensure a service-oriented and multilingual customer dialogue.

With topics such as Quality & Education, Knowledge Management, Reporting & Analytics and Workforce Management, the Business Support department ensures efficient control of the contact center and continuously develops processes and systems.

To complement our existing team in Winterthur, we are looking for an expert and customer-oriented personality by agreement as

Workforce Manager (m/f/d)

Winterthur, 80-100 %

This is what moves you

• You assume professional responsibility for workforce management, coordinate the employees working in the area and continuously develop processes, standards and control mechanisms
• Based on forecasts, analyses and demand scenarios, you derive the resource, capacity, skills and language requirements taking into account shrinkage and service goals and ensure predictive planning
• You are responsible for personnel planning as well as the calculation and control of holiday and absence quotas taking into account capacities, working time models, skills, languages and service objectives.
• You are responsible for operational intraday control, monitor volumes, capacities and service levels in real time and initiate targeted measures to ensure service and productivity goals in the event of deviations
• You analyze operational performance based on service levels, productivity, utilization and forecast deviations and derive targeted improvement measures from this
• You operate and configure the WFM and CCaaS systems operationally, including for skill and queue management, routing, prioritization, opening hours, ad hoc circuits and announcements
• For operationally relevant incidents, you assess the impact, initiate immediate operational measures and coordinate cooperation with internal and external bodies
• You work closely with Data & Analytics, the Contact Center Platform Specialist, CVC management and other relevant stakeholders

This is why you succeed

• You have a completed vocational apprenticeship with EFZ, a further education in workforce management, contact center management, business administration or process management is an advantage
• You bring professional experience in workforce management or operational management of a contact center
• In resource, capacity and personnel planning as well as intraday management you have practical experience
• You understand the relationships between forecast, volume, resource requirements, staffing, productivity, utilization, skills and service levels and translate analyses into concrete measures
• You are system-affine and experienced in dealing with workforce management, CCaaS and customer service systems, knowledge of Calabrio, 3CLogic or ServiceNow are an advantage
• With your analytical, structured and solution-oriented way of working, you also keep an overview in dynamic operating situations.
• You communicate and coordinate confidently, can guide employees professionally and have very good knowledge of German.

English skills are beneficial

Here are some of our benefits

• Working hours: We live mobile work with individual (year) working hours and/or part-time work. Up to 40% home office is possible. Work-life balance is a top priority for us, because balanced and relaxed employees are important to us. The purchase of additional holidays is possible.
• Mobility and food: You will receive a contribution for the mobile phone. For your food, we also make a contribution.
• Education and training: Promoting employees is an important part of our culture. Benefit from generous support in internal and external education and training. We offer career opportunities in management, specialist and project functions
• Salär: With us, you can expect a market-based remuneration with absolute equal pay for all genders. The pension benefits are attractive and you can choose the right one for you from different models. Accident protection insurance covers the private hospital department.

More information about our benefits can be found on our career page.

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