Workforce management Expert

  • Sant Cugat, Spain Ver en mapa
  • publicado 4 horas atrás
  • Publicado: 24/10/2020 - Candidaturas abiertas

Detalles del trabajo

  • Categoría laboral Otros
  • Experiencia Menos de un año
  • Sector-empresa Varias

Descripción del trabajo

Workforce management Expert

Ubicación: Sant Cugat, Spain
Departamento: Native speakers
Salario: Competitive salary
Contrato: De duración indefinida

The success of the company is built on innovation, curiosity and diversity – multiplied by 80,000 professionals in 150 countries. As one of the world's leading research focused healthcare groups, we're constantly learning and growing – and seeking people who have those same goals for themselves.

The Call Center, located in Sant Cugat del Vallés, Barcelona, will be a group of professionals for our clients in Spain, Portugal, Germany, Italy and France which includes individuals with chronic diseases, health care professionals and pharmacies.

The main purpose of Workforce management Expert is:
1. To ensure that intra-day management is done in the most optimal way by constantly analyzing the situation of all lines and channels, by prioritizing tasks in the day-to-day business at the locations of Sant Cugat and Mannheim, by acting in case of deviations from the plan and by giving feedback when needed;
2. To contribute to a seamless customer experience and to the achievement of all KPIs, by scheduling the Customer Care Advisors of the Product Digital Solutions Support Department (PDSS) in the best possible way, considering the specifications of every country, line, and the planned and unplanned workload variations, while covering all training, meeting and special tasks needs, in accordance with the relevant guidelines; and
3. To proactively inform the relevant Team Managers and Customer Services Business Partners in case issues are foreseen, coming up with proposals to overcome them and ensuring their implementation in a timely manner.

During your day-to-day:
1. Intra-Day Management
– You will Pro-actively monitor and control the situation in all different lines and channels to ensure a high reachability of all services provided (control tower function)
– You will be in charge of autonomous and targeted allocation/re-prioritization of tasks in the day-to-day business
– You will be Pro-actively involved in communication with the involved interfaces as well as initiation of measures

2. Creation of the staff schedules, incl. training, meetings, special tasks home office planning
– You will be in charge of analysis of the workforce needed in the PDSS Department in Sant Cugat and Mannheim, on different days and at different times, considering the forecast, the planned absences and the defined guidelines
– You will be in charge of creation and maintenance of work patterns and schedules for all Customer Care Advisors
– You will be in charge of maintenance of the workforce management system, ensuring that all hotlines are covered and special tasks are scheduled according to defined requirements and key figures
– You will be in charge of planning of all required training activities, meetings and home office days
– You will participate in coordination meetings to prioritize different trainings and tasks

3. Handling of the inbox interface management
– You will be in charge of monitoring of the workforce management email inbox and implementation of all required changes and adjustments in the staff schedules
– You will be acting as a contact person for questions on all aspects of workforce planning
– You will be acting as an ambassador for the Service Management Business Intelligence Department

4. Consulting, forecasting strategic planning
– You will actively participate in project meetings with relevant interfaces in English
– You will assist in the analysis and evaluation of various scenarios regarding workforce optimization, defining measures for improvement and driving the operational implementation
– You will actively participate in forecast and capacity planning processes, supporting the Customer Services Business Partners in forecasting and allocating the workload, and the Team Managers in deciding what profiles are needed

5. Agile working within Service Management
– You will be in charge of support of and collaboration with other functions within the Service Management Business Intelligence Department such as Training Learning Management, Service Quality, Reporting Insights, Administration Infrastructure, making sure agile methodologies are applied and interdisciplinary exchanges happen across functions

You are the person we are looking for if:
– You have successfully completed further education in the field of economics or related disciplines
– You have 2 years of professional experience in Customer Services and/or staff scheduling planning
– You have the following Language skills:o A fluent command of English and Spanish
o A good knowledge of German or any other European language will be very valuable
– You have a good knowledge of Microsoft Office
– You posses methodological competence, analytical skills and affinity for numbers and figures
– You have excellent communication skills, empathic, solution-oriented and team-oriented approach
– You have quick comprehension and willingness to take responsibility, you work with autonomy and flexibility
– You have multi-tasking, agile skills and flexible to adapt to changes
– You are always willing to learn and grow with an attitude to go beyond


Adi Lučić
(+34) 93 231 00 00 (Ext. 115)

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