Workforce Manager – Staff Scheduling

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November 20

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LoyaltyEffect GmbH

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Die Loyalty Effect GmbH ist ein führendes Unternehmen im Bereich Kundenbindung und Customer Loyalty Management. Unsere Dienstleistungen basieren auf 3 Säulen:

51 - 200 employees

📋 Description

• Staff deployment and shift planning: Creating shift schedules taking into account incoming volumes, relevant KPIs, and employee availability • Capacity and resource management: Daily reconciliation of target vs. actual values and identification of optimization needs for efficient staffing • Service level assurance: Continuous maintenance of quantitative service levels in the service center • Monitoring & control: Daily monitoring of utilization, forecast deviations, and relevant performance indicators • Process analysis: Analyzing process and activity flows to identify improvement potentials • Recommendations for action: Preparing data-driven recommendations to achieve targets and overseeing operational implementation • Interface management: Close collaboration with team leads, HR, Controlling, and other relevant departments • Administrative support: Assisting team leads with administrative tasks related to workforce planning • Reporting & analysis: KPI-based reporting (e.g., utilization, productivity, forecast accuracy) and deriving and implementing optimization measures • System usage: Use and maintenance of WFM systems, Excel-based tools, and Power BI for planning, reporting, and analysis

🎯 Requirements

• Completed commercial apprenticeship or degree in business, HR, controlling, or a related field • Professional experience in workforce management, ideally in a service center/customer service environment • Strong analytical skills, structured working style, and strong affinity for numbers • Experience with WFM systems (e.g., Genesys, Verint, ATOSS, Invision, Teleopti) and very good Excel skills • Power BI knowledge desirable • Some willingness to travel to visit other sites • High sense of responsibility, attention to detail, and resilience • Strong communication skills and ability to work with various stakeholders • Flexibility and solution-oriented mindset • Knowledge in forecasting, SLA management, and KPI control • Experience analyzing business processes and implementing improvement measures • Experience implementing or optimizing WFM processes and tools

🏖️ Benefits

• A great, supportive team that sticks together • Performance-based compensation — we know what you're worth • Comprehensive onboarding and professional support on-site in Hameln • Home office • An exciting and varied work environment • Company health promotion in partnership with Hansefit • Memorable company events for shared fun and networking