Workforce Manager / Intraday Coordinator

Our Workforce Management ensures that everything runs smoothly in customer service – from long-term capacity planning to minute-precise deployment control. Do you love setting the pace, enjoy juggling numbers and processes, and keep an overview even with short-term changes?

• You are responsible for efficient capacity, deployment, and shift planning of our employees and play a central role in creating forecasts.
• Where others are still analyzing, you have long set the right measures in motion and ensure that KPI targets are met.
• You ensure that our employees are reachable at all times – even during daily volatility – and take on the deputy responsibility for telephony expertise.
• Live monitoring is exactly your thing: with agile intraday control, you perfectly balance language skills as well as synchronous and asynchronous tasks.
• You support the implementation and analysis of effective outbound campaigns.

• a completed commercial or technical education – further training in Workforce Management is a plus
• several years of professional experience in the contact center area as a Workforce Manager or Intraday Coordinator
• very good IT skills and analytical abilities
• solution-oriented thinking and acting as well as an independent and implementation-strong working style
• a winning, flexible, and resilient personality with organizational skills and high customer orientation

• 40-hour week and flexible working hours
• Home office options
• 25 vacation days, 30 days from age 50
• December 24th & 31st paid holidays
• 15 minutes paid breaks each morning and afternoon
• Free fruits
• Diverse drink and food offerings in the in-house cafeteria
• Modern office spaces directly at Wankdorf Bern train station
• CHF 300.– rail coupon for an annual, route, or general subscription (GA)
• CHF 2,200.– Reka checks per year with 20% discount

KPT is one of the ten largest health insurance companies in Switzerland. The satisfaction of our customers is our success.