Oorspronkelijke vacature omschrijving:

The organisation

The Mercedes-Benz Customer Assistance Center Maastricht (CAC) is the central point of contact in Europe, caring for the needs of current and prospective Mercedes-Benz and smart customers. 42 different nationalities add diversity and enrich an organization dedicated to satisfied customers and high performance.

Employees act as brand representatives ensuring that customers receive personal assistance in their own language at a consistently high level.

Our Customer Service departments answer customer enquiries and complaints, while the Service24h department organizes roadside assistance for customers. Services related to customers mobility guarantee availability 24 hours a day, 365 days a year. The Retail Service department supports technical and product related competencies for CAC, Mercedes-Benz and external parties.

The function

As a member of our Workforce management team, you will play a big role in a successful business management. By providing forecasted volumes, handling times and shrinkages, you advice operational leaders and supporting departments on capacity strategy to achieve business SLA's, KPI's and industry performance commitments. You will continually analyze performance from recent history trends, communicating with operational leaders to coordinate staffing adjustments.

You will join a Workforce management team consisting of real time management, planning and forecasting specialists supprting European countries on customer support and RoadSide Assistance.

Workforce management ensures our customer has the right person with the right skills in the right place at the right time, with the goal to improve.

• Customer experience
• Operational efficiency
• Employee satisfaction

You are responsible to ensure resource planning is sufficient to meet service level targets and performance goals. You pro-actively identify risks and it's impact and support in defining action plans or decision making.

Daily steering and coordination to ensure planned resources and offered transactions are in line with set targets. Deviations are managed to minimize impact for our customers and employees.

Requirements

What will be your tasks & responsibilities?

• Development, monitoring and improvement of the forecasting models for contact volumes, capacity related parameters, required staffing volumes and the number of workstations for all operations projects.
• Delivery of forecasts for the required staffing volumes, based on forecasts provided by customers
• Creating and aligning OC1 budget (operational planning) based on calculated staffing needs
• Analyzing budget implications of deviations in the actual performance figures
• Performing analyses of operational and non-operational data and information proactively and on request
• Review of new business information and elaboration of operational costing model.
• Create reports for indicating trends in order to support operational teams and/or WFM team
• Analyzing operational data in order to improve the forecast and the forecast methodology
• Analyze measured durations to indicate process improvements
• Product owner of the case time measurement tool; maintaining the settings and ensuring optimal usage
• Delivering statistically valid measurements of case time durations for ensuring operational and financial stability
• Translate results of analysis into improvement proposals and understandable information for management, service account managers, new business and WFM
• Analyze and suggest changes to the operational systems and/or processes in order to improve our efficiency and/or customer satisfaction
• Analyze and suggest changes to the operational systems (WFM and measurements systems)
• Creation and maintenance of user manuals, help screens and work instructions aimed at a correct and optimal use of the WFM and measurements applications.
• Business ownership WFM tool

What are we looking for?

• MBO level, depending on the relevant work experience
• Strong analytical skills
• 3 -5 years experience in the area of planning, controlling, analysis in WFM
• Excellent presentation, communication and documentation skills
• Preferably experience withing WFM management in a Customer service environment
• Experience with WFM software
• You are skilled at the puzzle of workforce management. You have managing schedules for a global team, and are not fazed by the task of striking a balance between designing systems for results and creating a work environment that lets dynamic teams perform at their best.
• You balance the strategic and the tactical. You understand how small details add up to the big picture and can put individual decisions in the context of their impact on the broader team.
• You love using data to paint a complete picture. You know what numbers are and are not telling you in a given situation, and you can translate that distinction for maximum impact. You design reporting that highlights what is needed and relevant.
• You are experienced at developing cross-functional relationships. You have built bridges between your function and others. You understand the goals and challenges of a team that is not your own while still getting results.
• You are naturally curious. If you see unusual behavior, you do not understand you are motivated to understand, what it is, what it means, and how it might impact the future.

We offer

??????What do we have to offer you?

You will join a multicultural, innovative and informal international working environment with interesting conditions, both primary and secondary.

Furthermore, a collective health insurance at discounted rates, development opportunities, a result-oriented bonus (variable payment) and a non-contributory pension plan are just some of the secondary benefits of working with us.

In addition, we offer a comprehensive relocation package (if applicable).

The procedure

Does this role at Mercedes-Benz CAC fits your expectations for a new challenge? Please use the “apply” button to upload your CV and Letter of Motivation (English only) and any other documentation that adds value to your application.

For data privacy reasons we can only accept applications via the mentioned application process