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Workforce Management Lead

hace 2 meses

Barcelona, Barcelona, España Sumup Inc. A tiempo completo
Lead Workforce Management

SumUp is seeking a seasoned professional to lead the development and implementation of workforce management strategies across our customer service organization. The ideal candidate will have experience in managing workforce management teams, be data-driven, and possess excellent communication skills.

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.
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.
Why SumUp?

SumUp offers a unique opportunity to work with a global fintech company, with a commitment to diversity and inclusion, a dedicated annual L&D budget, and a corporate pension scheme. We also offer a 30-day sabbatical and a referral bonus program.