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Head of Workforce Management
hace 2 meses
**Job Summary:**
SumUp Inc. is seeking a highly skilled Head of Workforce Management to lead the development and implementation of workforce management strategies across our customer service organization.
**Key Responsibilities:**
- Develop and implement workforce management strategies that drive operational efficiencies, increase productivity, and improve customer experience.
- Manage and mentor a team of workforce management analysts responsible for forecasting staffing needs, scheduling, and real-time monitoring of service levels.
- Analyze data and trends to identify opportunities to optimize staffing levels, improve service levels, and reduce costs.
- Work cross-functionally with other teams to ensure alignment of workforce management strategies with business goals.
- Develop and maintain key performance indicators (KPIs) to track performance across the workforce management team and customer service organization.
- Collaborate with senior leadership to develop and implement long-term workforce management strategies that support the growth and success of the business.
- Develop and maintain relationships with external vendors and partners to ensure the delivery of workforce management services that meet business needs.
**Requirements:**
- Bachelor's degree in Business Administration, Mathematics, Statistics, or related field.
- 7+ years of experience in workforce management, with at least 3 years in a management role.
- Strong analytical and problem-solving skills with experience in data analysis and forecasting.
- Experience with workforce management software and tools, such as Verint, IEX, or NICE.
- Excellent communication skills, with the ability to present complex data and insights to senior leadership.
- Ability to work collaboratively with cross-functional teams and stakeholders to achieve business goals.
- Demonstrated experience in developing and implementing workforce management strategies that drive operational efficiencies, increase productivity, and improve customer experience.
**Why Join SumUp Inc.:**
- Opportunity to work with a global fintech company on large-scale products used by millions of businesses worldwide.
- Commitment to Diversity and Inclusion: Be part of a workplace that values and promotes diversity, fostering an inclusive environment where everyone's perspectives are respected and embraced.
- A dedicated annual L&D budget of €2,000 for attending conferences and/or advancing your career through further education.
- Enrolment onto our VSOP program: You will own a stake in SumUp's future success.
- A corporate pension scheme where we match up to 20% of your contributions.
