Oorspronkelijke vacature omschrijving:

The organisation

The Mercedes-Benz Customer Assistance Center is an international multicultural organization and an integrated part of Mercedes-Benz Cars Marketing & Sales. In our offices in Maastricht, we think and act globally and take on a leading role for the Mercedes-Benz Customer Assistance Centers all over the world.

1200 employees from 42 different countries add diversity and enrich an organization dedicated to driving customer satisfaction and high performance. Employees act as brand representatives ensuring that customers receive personal assistance in their own language at a consistently high level.

The function

As a member of our Workforce management team, you will play a big role in successful business management for one of the top leading luxury automotive brands – Mercedes-Benz.

You will join a young, fun and dynamic Workforce management team consisting of real-time management, planning and forecasting specialists supporting European countries on customer support, Connected mobility services and Roadside Assistance.

As a forecaster, you will create and manage short and long-term forecasts by using a variety of data sources, input from colleagues, other departments and continuously analyze developments, trends and outliers in volumes, handling times, and shrinkages.

You will convert your forecast into a capacity requirement which you use to advise colleagues, (operational) management and supporting departments to achieve business SLA’s and KPI's.

You proactively identify risks and their impact and support in defining action plans or decision-making.

What is your role and what will be your key responsibilities?

• Analyze: developments and trends on Volumes, Handling times and Shrinkage.
• Create: accurate forecasts by using the insights from your data analysis and input from stakeholders for a wide variety of Services, Languages and Contact channels.
• Maintain & Improve: forecast models and capacity plans in MS Excel.
• Advise: internal and external Stakeholders on short- and long-term capacity requirements and underlying variables by presenting your forecast and findings in a clear and understandable way and on, depending on the stakeholder, different levels of detail.

Requirements

Who are you?

• HBO+ level
• Experience with Excel
• Experience with data and analytics
• Fluent in the English language
• Experience in working within a Customer service environment, preferably in WFM.
• Experience in developing cross-functional relationships by building bridges between Forecast/WFM and other entities.
• You are naturally curious and proactively seek answers within or outside the WFM department.
• You can translate data into understandable information on different levels, understanding the needs of different stakeholders (Operational management, WFM colleagues, supporting departments) and tailor to their specific needs.

We offer

What do we offer?

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

We work hybrid. This means that we combine working at the office and home.

The salary range is between €3500 and €4800 gross per month for this position depending on experience.

Furthermore, health insurance at a discount rate, a company bonus (variable payment) and a non-contributory pension plan are just some of the secondary benefits of working with us.

The procedure

Does this role fit your expectations for a new challenge? Then 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