Workforce Manager Customer Care dept | posizione internazionale

bonprix S.r.l.; 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

You want to contribute ideas, think ahead and make a real difference? You’ll be part of an international team that drives fashion and technology with passion – responsibly, creatively and always together. What defines us: the courage to try new paths, openness to different perspectives and a strong drive to make things happen. We work in a connected way and create real impact – for our customers and for a future‑ready company.

Join Customer Care Management (CCM) as we transform for international customer excellence in a digital world. We need you to standardise processes and drive innovation!

You will establish a global workforce management framework with international routing‑logic and control parameters for customer contact channels. Also you will transform forecast data into a capacity plan and coordinate internal and external resources, considering all staffing impact drivers. You will record, improve, standardise, and automate international workforce processes to enhance customer satisfaction and quality for both in‑house and service providers.

Your contribution

You will play a vital role in shaping the future international standard workforce processes at bonprix.

Customer Care Management is an international matrix organisation in which you will work together with colleagues from France, Germany, Italy and Poland.

Your freedoms

If you like flat hierarchies and an international environment, you’ve come to the right place. We are in the middle of a transformation process that you can help shape.

Requisiti

Where bonprix is, is in front. For that, we need people like you who are simply more advanced in their thinking. Who think agilely and turn a "can’t do" into a "can do". Ideally, you also bring the following with you:

Your education

You have successfully completed a study or an apprenticeship with a commercial focus.

Your experience

You are experienced in workforce management procedures and tools as well as customer care processes. You are proficient in understanding relevant KPIs and interdependencies among contact channels. Also you are skilled in root cause analysis and deriving improvement options.

You have a minimum B2‑level English proficiency and very good project management skills. You have analytical and problem‑solving skills as well as excellent organisational skills and attention to detail. Communication and collaboration skills round off your profile.

You are well experienced and enjoy working in an intercultural team set‑up. You thrive to work in a high‑paced, sometimes stressful, and changing environment. And you have a strong customer focus.