Specialist Forecasting & Planning in Global Customer Care (m / f / d)

MediaMarktSaturn; Ingolstadt; Vor Ort; EUR 50.000 - 70.000; Vollzeit

Zusammenfassung

A major consumer electronics retailer is seeking a professional in Ingolstadt to develop demand forecasts and optimize workforce capacity for customer care operations. Responsibilities include analyzing data for actionable insights and collaborating with global teams to ensure optimal service levels. Candidates should have a degree in business, strong analytical skills, and experience in customer care management.

Qualifikationen

• Experience in customer care workforce management and forecasting is a must.
• Fluent in business English.
• Knowledge of seasonality and business drivers affecting customer contact volumes.

Aufgaben

• Develop demand forecasts for Global Customer Care operations.
• Collaborate with vendors to align with forecasted demand and service levels.
• Analyze customer care data to generate actionable insights.

Kenntnisse

Analytical skills

Communication skills

Proficiency in forecasting tools

Ausbildung

University degree in business administration or related field

Tools

Workforce management systems

Data visualization platforms

Jobbeschreibung

Your Tasks

• Develop short- and long-term demand forecasts for Global Customer Care operations using historical data, trends and predictive modeling
• Closely collaborate with vendors to ensure schedules via workforce management tool, align with forecasted demand and service level targets
• Analyze customer care data, including contact volumes, service levels and agent performance, to generate actionable insights that inform forecasts, capacity planning and operational improvements
• Partner with regional and global teams to ensure workforce capacity meets forecasted customer contact volumes and business priorities
• Monitor forecast accuracy, schedule adherence and other key performance metrics, identifying variances and implementing continuous improvements
• Prepare and deliver reports, dashboards and presentations for senior stakeholders, ensuring clarity and business relevance
• Contribute to strategic projects that enhance service delivery, operational efficiency and overall customer satisfaction

Your Profile

• University degree in business administration or a related field
• Experience in customer care workforce management and forecasting is a must
• Strong analytical skills and data driven work ethic to provide actionable insights
• Excellent communication skills, with the ability to present insights in a clear and structured manner
• Knowledge of seasonality and business drivers that impact customer contact volumes
• Proficiency in forecasting tools, workforce management systems and data visualization platforms
• Experience in an international role is a plus
• Fluent in business English

About Us

As part of the global customer care team, you serve as the key ambassador for the customer within the organization. In close collaboration with both internal and external partners, you ensure seamless customer support operations.You develop accurate forecasts, create insight-driven plans and provide actionable recommendations that enable strategic decision-making, for the broader organization and top management. You will focus on aligning workforce capacity with projected customer contact volumes, optimizing resource utilization and ensuring service excellence across regions.Our best solutions arise when diverse perspectives come together. Diversity is key to achieving our vision of becoming the Experience Champion in Consumer Electronics. We value diversity, promote equal opportunities, and foster inclusion – join our team!

Additional Benefits

Job Infos

Location

Ingolstadt

MediaMarktSaturn Retail Group

Department

HQ - Customer Experience & Customer Care

Entrylevel

Professional Level

Type of Employment

Full Time

Working Hours

37,5

Persona

Job Requisition HQ Employee