Workforce Manager Customer Service
#REQ0011607
This is an exciting new role within our global Customer Service team.
As a Workforce Manager you manage global resource planning incl. hiring schedule, forecasting and schedule planning. Besides this, you develop the required framework and the processes to implement those in all clusters and 24 countries. In this role you enable the clusters and countries to drive stronger, controlled and more efficient resource planning and performance while remaining flexible to the demands of a dynamic and growing business. You will be the expert in assessing the performance of the global Customer Service department and help to improve processes and systems.
The role
In this role you make sure we have the right people at the right time serving our customers.
You identify opportunities of improvement based on data results, comprehend potential risks, and provide solutions that maximize our effectiveness and ensure we deliver the best value to our customers. “it’s that easy”!
You:
prepare and coordinate the completion of various data and analytics reports.
analyze reports to drive and improve global and local KPI performance recommend changes to policies, processes, standards, and practices that would improve operational support.
prepare annual department and short term workforce plans using existing analytical frameworks and tools to identify the number and mix of staff required to meet the demand forecast.
contribute to the development of annual business plans; with developing business cases for key activities/projects and with estimating the financial and human resources required to deliver performance target.
provide specialized training or coaching to others throughout the organization.
You report directly to the Director Customer Service and work with your colleagues in our Global Customer service organization.
Who are you?
Completed bachelor’s or master’s degree in the direction: Business Administration, Commerce or related.
You are cost-conscious, have extensive experience in reporting suits: conducting reports in BI tools.
You have several years of experience within a Workforce Management environment (contact or call center) on a global scale.
You have experience in planning Customer Service Workforce of at least 200+ people.
You are looking for a job with an international top employer with the opportunity to develop from professional to expert.
You are based in Europe.
What do we offer?
You will work in the Global International Sales team with a focus on Customer Service. In your role you will work with people with different backgrounds and expertise who all share the drive and ambition to bring Kramp’s Customer Service processes to the next level.
Our secondary benefits differ by country. As an example, we offer below benefits in the Netherlands:
Competitive salary
Inclusive culture with lots of opportunities for growth
Profit sharing bonus
37 vacation days a year
Great budget for training and courses
Flexible working (from home, Utrecht and/or Varsseveld)
Travel- and working from home allowance
Laptop and phone
Who are we?
Johan Kramp started in 1951 from his garage in Varsseveld. When cycling he crossed borders to Germany: the beginning of the international millions company we are nowadays. We still follow the principles of Johan Kramp, but in time of today. Thanks to our ambitions we are active throughout Europe: a leading position in the agricultural market for parts. We heavily invest in E-Business and innovations. Our aim is to make it easy for our customers to run their business.
Working at Kramp means working with over 3000 international colleagues and despite our size we have retained our strong family culture. The people at Kramp are enthusiastic, professional, and involved. We speak our customers’ language, understand their challenges, and earn their trust to exceed their expectations. We think and actively work alongside them to provide a service second to none. Our promise “It’s that easy” is embedded in our culture and DNA.
Procedure and contact
Would you like to apply, or do you have a question about this vacancy? Please don’t hesitate to contact Sophie ten Berge (Talent Acquisition Specialist)
E: sophie.ten.berge@kramp.com