Lead Workforce Management Specialist

hace 1 semana

Barcelona, Barcelona, España Sumup A tiempo completo
Workforce Management Leadership Opportunity

SumUp is seeking a seasoned workforce management professional to lead the development and implementation of strategic workforce management initiatives across our customer service organization.

The ideal candidate will have a proven track record of managing workforce management teams, driving operational efficiencies, and improving customer experience.


Key Responsibilities:

Develop and implement workforce management strategies that align with business goals and objectives.

Manage and mentor a team of workforce management analysts responsible for forecasting, 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.

Collaborate with cross-functional 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.

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 skillset, with experience in data analysis and forecasting.

Excellent communication skills, with the ability to present complex data and insights to senior leadership.

Able 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.


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.

Able 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 SumUp:

SumUp is a fintech company that offers a range of products and services to businesses worldwide.

This role offers the opportunity to work with a global team, develop and implement strategic workforce management initiatives, and contribute to the growth and success of the business.

SumUp is committed to diversity and inclusion, and fosters an inclusive environment where everyone's perspectives are respected and valued.

A dedicated annual L&D budget of €2,000 for attending conferences and/or advancing your career through further education.

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