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.
Friedrichstraße 68, Berlin 10117
Information for companies: +49 (0)1745 212
Via G. Fara 35
20124 - Milano (MI)
P. IVA / C.F. 08450800969
Cap. Sociale: € 25,000 i.v.
REA n. MI - 2027147
Information for companies: +39 02 82780 275
General Information: +39 02 82780 276