Oorspronkelijke vacature omschrijving:
The function
Together with your team you will forecast all customer contacts, advise and steer on capacity needs, schedule all employees of the CAC, to meet KPI’s and budget targets.
The Operations Manager WFM:
- Leads the workforce management team and support the employees in their development.
- Is a thought leader within the area of workforce management.
- Coordinates and controls operational short, mid and long term workforce planning for all OC1 CAC services
- Acts as contact for all processes and applications concerning operational workforce planning.
- Delivers workforce requirements and payroll information to HR and Finance for recruitment planning and OC1 budget planning
- Forecasts and reviews the transaction volume development and other staffing impacting parameters and adapt future planning related to the findings
- Gives continuous feedback and escalate to operational management in case of unexpected deviations of forecast and schedules.
- Supports the development of the workforce management strategy
- Delivers FTE calculations for new business and new products impacting OC1
Requirements
Who are you?
- University degree in economics or equivalent qualification
- 2-5 years experience in contact center strategic resource planning processes
- Experience in using and optimizing resource management tools
- Excellent analytic and strategic skills and problem solving capabilities
- Good knowledge of service- and cost parameter steering in contact centers
- English language, communication and negotiation skills (written and spoken)
- Experience in escalation- and crisis management
- Leadership experience and good people management skills (in a multicultural environment)
- Ability to coach and motivate people
- Good knowledge of labor law, preferably Dutch Labor law
We offer
We offer you a job in a multicultural, young and informal international working environment with interesting conditions, both primary and secondary:
- Fulltime position - 40 hours per week
- Location: Maastricht, the Netherlands
- Lucrative relocation package. If applicable, you will be reimbursed for first arrival, housing fee, and moving costs.
- 200 vacation hours (based on full time employment)
- Holiday allowance: 8% of annual salary
- Competitive performance based salary growth
- Company result oriented bonuses
- Employee Car Program: discount on new or used Daimler brand cars
- Collective health insurance at discounted rates
- Pension plan
- Transportation plan: free bike every 3 years or; free public transport or or; contribution to fuel costs
- A “tailor made” individual development plan
The procedure
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 more information about the role, please contact the responsible recruiter for this role via: cicely.nitsche@daimler.com
Due to privacy reasons we cannot accept applications sent via email. Please use the provided link to apply.
