Lead Workforce Management Specialist

hace 5 días

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

SumUp is seeking a seasoned workforce management 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.

Develop and maintain relationships with external vendors and partners to ensure the delivery of workforce management services that meet business needs.

This role requires a strong analytical and problem-solving skills, with experience in data analysis and forecasting.

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.

If you are a proactive, data-driven leader who is passionate about workforce management and customer service, we encourage you to apply for this exciting opportunity.


Why SumUp:

Opportunity to work with SumUppers globally on large-scale fintech products used by millions of businesses worldwide.

This involves an office-first setup.


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.

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