Oorspronkelijke vacature omschrijving:

The organisation

The Mercedes-Benz Customer Assistance Center is an international multicultural organization and an integrated part of Daimler’s Mercedes-Benz Cars Marketing & Sales. We think and act globally and assume a leading role for the Mercedes-Benz Customer Assistance Centers all over the world. From our offices in Maastricht in the Netherlands, we provide excellent assistance to our customers and dealers of well-known Daimler brands like Mercedes-Benz, AMG, smart, Setra and Mercedes me. 24 hours a day, 7 days a week, 365 days a year, we ensure our customers’ mobility with our roadside assistance. Additionally, we take care of all kinds of enquiries about passenger cars, trucks and vans during our opening hours. For our customers we are an important connection to the Mercedes-Benz brand. That’s why we live the brand’s most important promise: “The best or nothing”.

The function

Place in organization:
The WFM Forecast and Capacity Specialist is part of the department Capacity Planning and Traffic Control.

Main task/roles/responsibilities: 

• Develop and maintain the forecasting models (operational forecasts) at multiple levels of aggregation.
• Review historical trends, research drivers, prepare forecast data, develop statistical forecast models, and evaluate forecast results.
• Coordinate cross-functional research activities to reconcile significant variances and refine the forecast model to reflect updated sales and marketing assumptions.
• Interact with all stakeholders to understand forecast drivers and ensure that current and accurate information is used for forecasts
• Use and maintain the WFM software as the primary forecasting system tool.
• Closely coordinate and communicate action plans within the other areas of WFM and operations.
• Ensure resource planning is sufficient to meet service level targets and performance goals.
• Analysis of reports including process dashboards & initiate appropriate action plans

Requirements

• Higher vocational degree
• Proficiency in statistics, forecasting and forecasting methods with an understanding of their operational impacts.
• Knowledge of WFM tools or other software related to planning is preferred
• Strong analytical, organizational, decision making and presentation skills.
• Strong interpersonal skills to effectively interact with all teams, areas and levels of business affecting the forecast process
• Experience within WFM in a customer service environment (forecasts, trend analysis and planning) and presenting reports and recommendations stakeholders on different levels.
• Awareness of WFMT (Work Force Management Tool) developments (soft/hardware/new developments/products)
• Knowledge and experience with call flow technologies and strategies
• Knowledge of analysis methods and techniques, and tooling (Excel, Analytics tools, Access, SQL)
• Advanced Knowledge in MS Excel and having a solid background in all MS Office products
• Fluent in English, written and verbally
• Fluency in an additional European language is an asset
• Excellent communication and documentation skills
• Good problem solving and team working skills
• Stress resistant

We offer

We offer you a fulltime job in a multicultural, young and informal international working environment with interesting conditions, both primary and secondary:

Benefits:

• A “tailor made” individual development plan
• 200 vacation hours (based on full time employment)
• Holiday allowance: 8% of annual salary, paid out in May
• Competitive performance based salary growth
• Result oriented bonuses
• Lucrative relocation package. If applicable, you will also be reimbursed for first arrival, housing fee, and moving costs
• Employee Car Program: discount on new or used Daimler brand cars
• Transportation plan: free bike every 3 years, free public transport or contribution to fuel costs
• Collective health insurance at discounted rates
• Pension plan

• Social Activities: Due to our Social Club it is ensured that you also have fun with your colleagues after work. The company internal Social Club frequently organizes events and activities like kickboxing, dance courses, Friday night drinks, Yoga, tennis tournaments, kayak tours and indoor soccer games.
• Enjoy massages free of charge during your breaks.
• Free hot beverages like coffee (also coffee specialties like Café Latte, Espresso etc.), tea, soup and hot chocolate on all floors. You can also visit our company café to get special drinks and pastries like fresh Croissants and Donuts during your coffee breaks!
• Healthy and diverse lunch options in the company restaurant including smoothies and theme days with e.g. Pizza, Burger, Pasta, Schnitzel and many more options! Daily salad buffet and a sandwich station is also one of our employees’ favorites.

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.