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 characterise 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 ensure a service-oriented and multilingual customer dialogue.

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

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

Workforce Manager (m/f/d)

Winterthur, 80-100%

Your responsibilities:

• You take on the 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 the resource, capacity, skill and language requirements taking into account shrinkage and service goals and ensure forward-looking planning
• You are responsible for personnel deployment planning as well as the calculation and control of holiday and absence quotas, taking into account capacities, working time models, skills, languages and service goals
• You are responsible for operational intraday control, monitor volumes, capacities and service levels in real time and initiate targeted measures in case of deviations to ensure service and productivity goals
• You analyse operational performance based on service levels, productivity, utilisation and forecast deviations and derive targeted improvement measures
• You operate and configure the WFM and CCaaS systems operationally, including skill and queue management, routing, prioritisation, opening hours, ad-hoc switches and announcements
• In the event of operationally relevant incidents, you assess the impact, initiate immediate operational measures and coordinate cooperation with internal and external parties
• You work closely with Data & Analytics, the Contact Centre Platform Specialist, the CVC management and other relevant stakeholders

That’s why you succeed:

• You have completed a vocational training with EFZ; further training in Workforce Management, Contact Centre Management, Business Administration or Process Management is an advantage
• You bring professional experience in workforce management or operational control of a contact centre
• You have practical experience in resource, capacity and personnel deployment planning as well as intraday management
• You understand the relationships between forecast, volume, resource requirements, staffing, productivity, utilisation, skills and service levels and translate analyses into concrete measures
• You are system-savvy and experienced in handling workforce management, CCaaS and customer service systems; knowledge of Calabrio, 3CLogic or ServiceNow is an advantage
• With your analytical, structured and solution-oriented working style, you keep an overview even in dynamic operational situations
• You communicate and coordinate confidently, can professionally guide employees and have very good German skills.
  English skills are an advantage

Here are some of our benefits:

• Working hours: We live mobile working with individual (annual) working hours and/or part-time work. Up to 40% home office is possible. Work-life balance is very important to us because balanced and rested employees matter. The purchase of additional holidays is possible.
• Mobility and catering: You receive a contribution for your mobile phone. We also contribute to 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: You can expect a market-oriented salary with absolute pay equality for all genders. The pension fund benefits are attractive and you can choose from various models the one that suits you. The accident insurance covers the private hospital ward.

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

#Wincasa