Workforce Manager (m/f/d), Winterthur, 80-100%

Wincasa, the leading Swiss real estate service provider, is decisively shaping the future of the real estate industry. Digital services, agile processes, and a smart way of working characterize us. Become part of our transformation journey and actively shape the future of Wincasa. #Wincasa

As the largest real estate management service provider for demanding residential, office, and commercial spaces, we offer our customers a comprehensive all-round service package. With our centrally located Customer Value Center (CVC) near the station in Winterthur, we provide tenants, interested parties, and suppliers with a central point of contact. Through various channels, we guarantee a service-oriented and multilingual customer dialogue.

The Business Support area ensures efficient control of the Contact Center with topics such as Quality & Education, Knowledge Management, Reporting & Analytics, and Workforce Management, and continuously develops processes and systems.

To complement our existing team in Winterthur, we are looking for a professionally competent and customer-oriented personality by agreement as

Workforce Manager (m/f/d) ###

Winterthur, 80-100%

This is what you will do: ###

• You take on professional responsibility for Workforce Management, coordinate the employees working in the area, and continuously develop processes, standards, and control mechanisms
• Based on forecasts, analyses, and demand scenarios, you derive resource, capacity, skill, and language requirements, taking shrinkage and service targets into account, and ensure proactive planning
• You are responsible for personnel deployment planning as well as the calculation and control of holiday and absence contingents, taking into account capacities, working time models, skills, languages, and service targets
• You are responsible for operational intraday control, monitoring volumes, capacities, and service levels in real time, and initiate targeted measures in the event of deviations to ensure service and productivity goals
• You analyze operational performance based on service levels, productivity, utilization, and forecast deviations and derive targeted improvement measures from them
• You operate and configure the WFM and CCaaS systems operationally, including for skill and queue management, routing, prioritization, opening hours, ad-hoc switching, and announcements
• In the event of operation-relevant incidents, you assess the impact, initiate operational immediate measures, and coordinate cooperation with internal and external bodies
• You work closely with Data & Analytics, the Contact Center Platform Specialist, the CVC management, and other relevant stakeholders

This is why you will succeed: ###

• You have a completed vocational training with EFZ; further training in Workforce Management, Contact Center Management, business administration, or process management is an advantage
• You bring professional experience in Workforce Management or in the operational control of a Contact Center
• You have practical experience in resource, capacity, and personnel deployment planning as well as in intraday management
• You understand the connections between forecast, volume, resource requirement, staffing, productivity, utilization, skills, and service levels and translate analyses into concrete measures
• You are system-oriented and experienced in using Workforce Management, CCaaS, and customer service systems; knowledge of Calabrio, 3CLogic, or ServiceNow is an advantage
• With your analytical, structured, and solution-oriented way of working, you maintain an overview even in dynamic operational situations
• You communicate and coordinate confidently, can provide professional guidance to employees, and have very good German skills.

English skills are an advantage

Here are some of our benefits: ###

• Working hours: We practice mobile working with individual (annual) working hours and/or part-time work. Up to 40% home office is possible. Work-life balance is a top priority for us, because balanced and recovered employees are important to us. The purchase of additional holidays is possible.
• Mobility and catering: You receive a contribution for your mobile phone. We also provide a contribution for your catering.
• Training and further education: Promoting employees is an important part of our culture. Benefit from generous support for internal and external training and further education. We offer career opportunities in leadership, specialist, and project functions
• Salary: Market-based remuneration with absolute pay equality for all genders awaits you. The pension fund benefits are attractive and you can choose the model that suits you from various options. The accident insurance covers the private hospital department.

Further information about our benefits can be found on our career page. ###

#Wincasa