Team Lead Data, Analytics and IoT (Energy Intelligence) - Expert Services (f / m / d)

E.ON Digital Technology GmbH; Essen; Vor Ort; EUR 40.000 - 80.000; Vollzeit

Zusammenfassung

An established industry player is seeking a Senior Workforce Management Analyst to enhance workforce efficiency and strategic planning. This role involves monitoring key metrics, adjusting schedules, and providing insights to leadership, ensuring optimal staffing and service levels. The ideal candidate will possess strong analytical and communication skills, with a background in Call Center Operations. Join a dynamic and multicultural team that values diversity and offers a supportive environment for professional growth. If you're ready to make a significant impact in workforce management, this opportunity is for you.

Leistungen

Relocation Assistance

Private Health Insurance

Employee Wellness Programs

Regular Fruit Deliveries

Complimentary Drinks

Qualifikationen

• 2+ years of experience in Call Center Operations or Customer Service.
• Fluent in English (C1 level) with strong communication skills.

Aufgaben

• Monitor key metrics to ensure staffing aligns with service levels.
• Prepare and present performance reports for leadership.
• Identify opportunities for improvement and provide actionable insights.

Kenntnisse

Analytical Skills

Problem-Solving

Decision-Making

Communication Skills

Resource Allocation

Tools

Standard Office Software

Productivity Tools

Jobbeschreibung

We are excited to announce an opportunity for an experienced professional to join our team as a Senior Workforce Management Analyst. This integral position focuses on enhancing workforce efficiency and strategic planning across our organisation. We are seeking an individual with exceptional analytical capabilities, a strategic mindset, and substantial experience in workforce management to drive operational success.

Duties and Responsibilities:

• Monitor key intraday metrics (such as volumes, productivity, and KPIs) to ensure that staffing aligns with service level agreements.
• Adjust schedules and routing for calls and skills based on real-time performance data and volume fluctuations.
• Prepare and present both real-time and post-event performance reports for Operations leadership.
• Communicate any challenges that affect service levels and propose corrective actions.
• Provide feedback and support to team members to enhance performance and professional development.
• Identify opportunities for improvement and offer actionable insights to leadership.
• Contribute to the implementation of real-time projects and initiatives.

Requirements:

• Native or fluent in English (C1 level) with strong written and verbal communication skills.
• At least 2 years of experience in Call Center Operations or Customer Service with a minimum of 18 months in real-time analysis.
• Familiarity with workforce management processes (staffing, scheduling, service levels, and metrics) is preferred.
• Proficiency in standard office software and productivity tools.
• Knowledge of local labor laws related to workforce management and scheduling is a plus.
• Strong decision-making, problem-solving, and resource allocation skills.

Offer:

• Relocation assistance provided.
• Rotating late/night shifts (3:00 PM - 11:00 PM or 11:00 PM - 7:00 AM).
• Private health insurance after the probation period.
• Join a dynamic and multicultural team.
• Regular fruit deliveries and complimentary drinks for a healthy lifestyle.
• Employee wellness programs including partnerships with fitness centers, restaurants, and beauty care services.

Application Process:

If you are enthusiastic about applying your workforce management expertise to support our team, we invite you to apply. Please submit your CV and a cover letter detailing your experience and vision for enhancing our workforce strategy.

Commitment to Diversity and Inclusion:

We are committed to creating a diverse and inclusive environment. We welcome applications from all individuals, recognising that diversity strengthens our team and enhances our company's success.