Global Wfm Manager, H&m Customer Service
hace 3 semanas
Company Description
- It takes a special kind of workplace to make the world’s style more sustainable, and fashion more inclusive. A place where unique talents from all over the world come together to form a diverse and dedicated team. A culture of creativity, collaboration & growth. At H&M we welcome you to be yourself and challenge you to grow_
- At Customer Service (CS), we contribute to H&M Groups vision and growth by making our customers lives easier, providing our customers with exceptional guidance and inspiration, whenever and wherever they connect with us. We serve customers to all brands within H&M Group, through their full shopping journey's. The organization includes around 3500 colleagues globally and 17 established CS centers around the world, so far. We are on an exciting journey to meet and exceed our customers' expectations - today, tomorrow and in the future._
As Global WFM manager you make sure our customers in all markets get the service they deserve. Thanks to the work you and your team do our customers receive fast, convenient and great service when they need us, whatever channel they choose. As Global WFM Manager within H&M, you are responsible for the full WFM cycle - forecasting, scheduling, real time intra-day traffic management & reporting.
**Job Description**:
- Functional lead for budgeting, planning and execution of SLAs, capacity, and workflow plans for multiple functional areas in one or more sites.
- Define metrics, goals, and set strategies in support of overall H&M Group & H&M brand Customer Service visions.
- Directly lead a team of analysts, forecasters & schedulers, providing feedback & coaching to enable constant development. Indirectly lead the WFM teams in the H&M CSC Centres.
- Continuously identify productivity, service & cost improvements, collaborate effectively with relevant stakeholders within CS to ensure attainment.
- Configure and implement a new Workforce Management System, including the creation and implementation of associated work processes.
- Collaborate to design and develop data visualization tools (incl BI dashboards) to enable WFM statistics & insights can be utilized with relevant stakeholders.
- Continuously develop the best scheduling plan by managing trade-offs between Customer Experience, Employee Experience, and Cost.
- Maintain & develop a strong RTA function, to ensure intra-week & intra-day trends are analysed, identified & acted upon to ensure the best service.
- Build effective relationships with key stakeholders within Global CS team & within the Customer Service Centres.
**Qualifications**:
- 5 years of Contact Center Operations or WFM experience, in a fast-moving global company.
- History of achieving strong business results
- Outstanding analytical skills, able to interpret large datasets & communicate in a clear & relevant manner to diverse stakeholders
- Proven track record of successful implementation of complex WFM projects
- Experience of leading system, process and/or organizational change.
- Strong communicator, able to collaborate across diverse stakeholders in order to set & ensure attainment of strategies to achieve CS Vision.
- 5+ years of proven leadership experience
- Preferably you have a degree in statistics, economics, business administration, or another related field.
- You have entrepreneurial spirit and passion for delivering the best customer and employee experience
Additional Information
The position is full time, benefits from hybrid working and based in one of the following locations: Stockholm, Boras, Greve, Barcelona, Maastricht, Edinburgh, Chicago and Warsaw. Travel will be required for this position.
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