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Head of Global Workforce Management

Berlin

Vacancy opened 03-05-2019

Customer Service

Description


We are The Mobile Bank.Our vision is to build a bank the world loves to use.Technology and design empower everything we do.


N26 is Europe’s first Mobile Bank with a full European banking license. We have 3.5 million customers across 24 markets. Our team of over 1300 employees in 4 locations is concentrated on reinventing the banking experience for the digital generation. Valentin Stalf and Maximilian Tayenthal founded N26 in 2013 and launched the initial product in early 2015. Since January 2015, N26 has been available for Android, iOS, and desktop. N26 has raised more than $500 million from investors including Insight Venture Partners, GIC, Tencent, Allianz X, Peter Thiel’s Valar Ventures, Li Ka-Shing’s Horizons Ventures, Earlybird Venture Capital, Greyhound Capital, Battery Ventures, in addition to members of the Zalando management board, and Redalpine Ventures.


N26 aims to build the most reliable customer service in global banking. As part of our ambitious plans, we're now looking for a Head of Global Workforce Management to raise the bar in how we deliver a world class customer service experience. As N26 grows,  you will have the opportunity to support multi-location CS operations that scale on a global level.


Once here you will


  • Lead the overall global management of WFM and real-time management (RTM) teams including hiring, training, scheduling, goal setting, work prioritization, and performance reviews
  • Own our processes around forecasting contact volumes and scheduling staff in accordance with these volumes
  • Provide daily guidance to the team that analyses call volume history and tracks all customer service channel metrics, social media, and back-end support
  • Ensure that the RTM team provides appropriate real-time oversight and takes action to meet service level goals and maximize efficiency
  • Identify new methods, strategies and opportunities for WFM and RTM
  • Develop and maintain short and long-term forecast/capacity plans
  • Provide clear guidance to the in-house Customer Support and Partner Management teams on short, mid, and long-term capacity requirements
What you will bring along
  • 7+ years experience performing WFM functions, including capacity planning, forecasting, scheduling, and real-time management
  • Experience in a global, multilingual, multi-site, and multi-vendor Customer Service environment
  • Proven track record of improving productivity in a large scale (>1000 FTE) customer service organisation
  • Strong experience with Workforce Management software (Teleopti, eWFM, IEX) that includes forecasting, scheduling, and real-time adherence functionality
  • Hands on mentality
What we offer
  • High degree of autonomy
  • Working with international, highly engaged peers
  • Flat hierarchy and open communication
  • Getting things done attitude
  • Keep up to date with our InsideN26 Magazine
  • A stack of the most modern technologies
  • Personal Development Budget 
  • Find a career path. Not just a job. Some of our benefits and rewards can be found on our careers website

Sound good? Send us your application online, and we’ll get back to you soon.


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