Global Workforce Manager, Customer Care Transformation

Fine Foods & Pharmaceuticals N.T.M. S.p.A.; Town of Italy (NY); On-site; USD 70,000 - 90,000; Full time

Job summary

Fine Foods & Pharmaceuticals N.T.M. S.p.A. based in the Town of Italy, is seeking a candidate to join their Customer Care Management team. In this role, you will standardise processes and drive innovation to enhance customer satisfaction and quality.

Your responsibilities will include establishing a global workforce management framework and coordinating resources for improved customer care. You should possess experience in workforce management, customer care processes, and have excellent analytical, communication, and organisational skills.

Qualifications

• Experienced in workforce management procedures and tools.
• Proficient in understanding relevant KPIs and interdependencies among contact channels.
• Skilled in root cause analysis and deriving improvement options.
• Minimum B2-level English proficiency required.
• Very good project management skills.

Responsibilities

• Establish a global workforce management framework.
• Transform forecast data into a capacity plan.
• Record, improve, and automate international workforce processes.

Skills

Workforce management procedures

Customer care processes

Communication skills

Analytical skills

Problem-solving skills

Education

Commercial degree or apprenticeship

Job description

Fine Foods & Pharmaceuticals N.T.M. S.p.A. based in the Town of Italy, is seeking a candidate to join their Customer Care Management team. In this role, you will standardise processes and drive innovation to enhance customer satisfaction and quality.

Your responsibilities will include establishing a global workforce management framework and coordinating resources for improved customer care. You should possess experience in workforce management, customer care processes, and have excellent analytical, communication, and organisational skills.