WFM Manager

Den Haag, Netherlands
DESCRIPTION

Are you an experienced WFM manager? Are you ambitious and do you see yourself being part of an international team in a dynamic company? Then this is your chance to join the albelli x Photobox group as a WFM Manager!

albelli and Photobox Group have merged to create a leading player in the online European Photo Product and Gifting market. Together we now serve a pan-European customer base of over 7 million customers, supported by our 1,150 colleagues across the United Kingdom, the Netherlands, France, Spain, Germany, Norway and Sweden. We are focussed on inspiring our customers to easily make beautiful photo products and bring their special moments to life.


PURPOSE

Using the sales forecast data provided you will turn this into a forecast and resourcing plan to support our in house and outsourced operations across many different countries. This in turn will enable us to manage resource to our financial budget and drive key decision making around resource management and our performance metrics.

You ensure that there is an optimal balance between Sales forecast, customer care contacts, SLA’s, Handling times, nr of Customer Care Agent, backlog management and the number of hours scheduled and worked.


KEY RESPONSIBILITIES

  • Lead decision making with a cross functional set of stakeholders around planning a resource management and ensure that data is at the heart of it.
  • Responsible for the direct agent costs, both budget, forecasted and actuals
  • Work in collaboration with the operational teams to ensure that schedules are adhered to and productive hours are optimized.
  • You are responsible for capacity planning for the coming period on basis of forecasts, agent availability and other factors.
  • Utilise the data provided from the Sales & Operational Planning teams to provide a clear factbase and assumptions in demand planning.
  • You are responsible for the quality of the WFM processes and continuous ongoing process and efficiency improvements while managing different KPI’s
  • You identify the gap between the organizational objectives and the current workforce capacity.
  • Keep a broad view on the complete care scope. You add depth to analyses. You will follow trends in workforce management and you will develop and implement those trends to make processes even more streamlined.
  • Support strategic decision making around locations and skill set to drive a continuous improvement culture.
  • Take part in projects to improve planning processes and make them more efficient.


REQUIREMENTS You are very analytical, data driven and you have a good operational understanding of different WFM solutions. You can think conceptually and can create support in your field. You know how to get the best out of your team and know where the development potential is. You are a leader and coach who is always behind your team. Persuasion and connection are key. You are structured and well organized and can deal with pressure during low and high seasons and you have strong communication skills. You are stress resistant and see ad hoc changes as a challenge.

In addition, we would like you to have:

  • HBO degree/level desirable.
  • At least 5 years’ experience in a similar position within an international Customer Care environment.
  • In-depth professional knowledge and experience in the field of traffic, planning, capacity planning and forecasting.
  • Knowledge of Workforce management tools and Care Platforms.
  • You have strong analytical skills and are data driven. Expert user level of MS Office and especially Excel is required.
  • Excellent written and verbal skills in English, more languages are always a plus.


WE OFFER

  • A fast-growing eCommerce environment, where you are able to have positive impact and grow with the organisation.
  • Possibility to work predominantly from home, however with the ability to commute to one of our offices in either London or The Hague.
  • Competitive compensation and lots of benefits.
  • A social atmosphere and an informal, fun and driven culture.

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