Workforce and Reporting Manager – Call Center

Jobtailor; Deutschland; Vor Ort; EUR 60.000 - 90.000; Vollzeit

Zusammenfassung

Jobtailor is seeking a Workforce Management professional in Germany to develop forecasts and staffing plans that align with operational needs. You will manage scheduling, optimize staffing, and build dashboards and reports to monitor performance.

In this role, you will analyze trends, collect requirements, and configure workforce systems while driving process improvements through data-driven insights. A strong analytical mindset and Excel proficiency are essential.

Qualifikationen

• Bachelor's degree from an accredited institution.
• Minimum five (5) years of experience in workforce management, reporting, business intelligence, or contact center operations.
• Experience with workforce management software, reporting tools, and Microsoft Excel.
• Strong analytical, problem-solving, and communication skills.
• Must meet security eligibility requirements.

Aufgaben

• Develop workforce forecasts and staffing plans to support operational requirements.
• Manage employee scheduling and workforce optimization activities.
• Produce daily, weekly, monthly, quarterly, and annual operational reports.
• Develop executive dashboards, performance metrics, and ad hoc reporting.
• Analyze workforce trends, operational data, and key performance indicators.
• Collect, document, and evaluate business and technical requirements.
• Configure and maintain workforce management and reporting systems.
• Recommend process improvements through data analysis and operational insights
• Perform additional duties as assigned

Kenntnisse

Workforce management

Data analysis

Analytical thinking

Communication

Problem-solving

Ausbildung

Bachelor's degree

Tools

Workforce management software

Reporting tools

Microsoft Excel

Jobbeschreibung

Responsibilities

• Develop workforce forecasts and staffing plans to support operational requirements.
• Manage employee scheduling and workforce optimization activities.
• Produce daily, weekly, monthly, quarterly, and annual operational reports.
• Develop executive dashboards, performance metrics, and ad hoc reporting.
• Analyze workforce trends, operational data, and key performance indicators.
• Collect, document, and evaluate business and technical requirements.
• Configure and maintain workforce management and reporting systems.
• Recommend process improvements through data analysis and operational insights
• Perform additional duties as assigned

Requirements

• Bachelor's degree from an accredited institution.
• Minimum five (5) years of experience in workforce management, reporting, business intelligence, or contact center operations.
• Experience with workforce management software, reporting tools, and Microsoft Excel.
• Strong analytical, problem-solving, and communication skills.
• Must meet security eligibility requirements.

Core Competencies

Demonstrates expertise in workforce management, including forecasting, scheduling, and optimization. Proficient in data analysis and reporting, with a strong focus on performance metrics and operational insights.