Reporting to the Head of Service Management and Infrastucture the Workforce Management Expert contributes to seamless and customer-oriented processes in Customer Service Europe by planning and scheduling the staff for the Product & Digital Solution Support department (ICC), including training and special tasks, in accordance with the relevant guidelines.
The role also handles the intra-day management by assigning or prioritizing tasks in the day-to-day business at the locations Mannheim and Sant Cugat.
Key Accountabilities : 1. Creation of the staff schedules in the Product & Digital Solution Support department (ICC) for Mannheim and Sant Cugat according to the defined guidelines and in coordination with the Workforce Management Team and, if required, with the corresponding Team ManagerDetermination of personnel requirements for the staff schedulingCreation of schedules for all Customer Service AdvisorsMaintenance of the Workforce Management system, so that all hotlines are covered and special tasks are scheduled according to defined requirements and key figuresImplementation of daily changes and adjustments in the staff schedules2.
Take over of the intra-day managementtasksAutonomous and targeted allocation or re-prioritization of tasks in day-to-day businessPro-active communication with the involved interfaces as well as initiation of measuresCommunication in English and German (fluent in spoken and written) with Advisors, Team Managers and Business Partners.
3. Training & Home Office PlanningPlanning of all required training activities and home office days in the staff scheduleDocumentation of the current status in the corresponding systemsParticipation in coordination meetings to prioritize training measures4.
Interface management & continuous optimizationContact person for employee questions on all aspects of workforce planningActs as an ambassador for the Service Management & Infrastructure departmentActive participation in project meetings with interfaces in English and GermanDefining improvement measures and drive the operational implementation5.
Support in forecasting and strategic planning Active participation in forecasting processes and relevant workforce management reportsSupport of the Business Partner(s) within Workforce Management regarding forecasting and determination of workload and capacitiesAssistance in the analysis and evaluation of various scenarios regarding workforce optimizationKey skills and Experience : Successfully completed further education in the field of economics or related disciplines2 years professional experience in Customer Services and / or staff scheduling & planningFluent in spoken and written in English & GermanGood knowledge of Microsoft OfficeMethodological competence, analytical skills and affinity for numbers and figuresExcellent communication skills, empathic, solution-oriented and team-oriented approachQuick comprehension and willingness to take responsibility, works with autonomy and flexibilityMulti-tasking, agile skills and flexible to adapt to changesAlways willing to learn and grow with an attitude to go beyondEngagement with our organization and with the Customer Services Transformation JourneyRoche is an equal opportunity employer.
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General Business OperationsFull time