Specialist Forecasting & Planning in Global Customer Care (m/f/d) Job Details | MediaMarktSatur[...]

MediaMarktSaturn Plattform Services GmbH; Ingolstadt; Vor Ort; EUR 45.000 - 65.000; Vollzeit

Zusammenfassung

A leading retail service provider in Ingolstadt is seeking a Workforce Management Specialist to develop forecasts and manage customer care operations. Candidates should have a university degree and experience in forecasting, with strong analytical skills. Fluency in business English is required. Join a diverse team committed to enhancing customer satisfaction and driving operational improvements.

Qualifikationen

• Experience in customer care workforce management and forecasting is a must.
• Strong analytical skills and data-driven work ethic to provide actionable insights.
• Knowledge of seasonality and business drivers that impact customer contact volumes.

Aufgaben

• Develop short- and long-term demand forecasts for Global Customer Care operations.
• Closely collaborate with vendors to ensure schedules align with forecasted demand.
• Analyze customer care data to generate actionable insights for improvement.

Kenntnisse

Analytical skills

Communication skills

Experience in workforce management

Data-driven work ethic

Fluency in business English

Ausbildung

University degree in business administration or a related field

Tools

Forecasting tools

Workforce management systems

Data visualization platforms

Jobbeschreibung

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

We are part of the global customer care team, serving as the key ambassador for the customer within the organization. We develop accurate forecasts, create insight-driven plans and provide actionable recommendations that enable strategic decision-making.

Additional Benefits

We value diversity, promote equal opportunities, and foster inclusion. We are looking for people who share our spirit and are passionate about creating the shopping experience of the future.

We are an equal opportunities employer and welcome applications from all qualified candidates.