PROCESS MANAGER (FOCUS: WORKFORCE MANAGEMENT)

bonprix Italia, parte del Gruppo Otto di Amburgo, è la società specializzata nella vendita a distanza di abbigliamento per donna, uomo, bambino e tessile per la casa. Ha sede a Valdengo (Bi), nell’eccellenza del tessile mondiale. È leader di mercato nel suo settore ed è tra le poche imprese ad avere una vera offerta multicanale: lo storico catalogo per vendita a distanza e internet con una quota in costante crescita. Negli ultimi anni ha rafforzato notevolmente la sua presenza in Italia, merito della sua offerta che concilia stile e convenienza, servizio al cliente e professionalità delle risorse umane. Il motto del Gruppo è “Together we push the limits”, ovvero essere uno dei principali attori del mercato lavorando con grande entusiasmo. This is what your job entails: Join Customer Care Management (CCM) as we transform for international customer excellence in a digital world. We need you to standardize processes and drive innovation! Your task: 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, standardize, 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. Your environment: CCM is transitioning to an international line organization. You will work in an international project setting 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. What you bring along: 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. Your skills: You have a minimum B2-level English proficiency and very good project management skills. Also you have analytical and problem-solving skills as well as excellent organizational skills and attention to detail. Communication and collaboration skills round off your profile. Your softskills: You are well experienced and enjoy working in an intercultural team setup. You thrive to work in a high-paced, sometimes stressful, and changing environment. And you also have a strong customer focus. Become part of an open, tolerant, and vibrant corporate culture, making your unique contribution. Apply now! Full- & Parttime Possibility | unlimited contract Any questions? We are sure Bettina has the right answer for you. +49 40 6462 2076 ... La seguente posizione è stata aperta in Italia, Francia, Polonia. La candidatura verrà gestita dalla Casa Madre. La figura prescelta lavorerà fisicamente (2 o 3 giorni minimo in azienda per la business units italiana per il resto della settimana in modalità da remoto) nella sede della nazione in cui vive (Marquette-lez-Lille per la Francia, Valdengo per l'Italia, Lodz per la Polonia), ma lavorerà quotidianamente in inglese a livello internazionale con i colleghi tedeschi, francesi, e polacchi.