[HELLOCONNECT] Steering and Capacity Planning Lead

Who you are

You have a strong background in workforce planning and capacity management, ideally with experience in a customer service environment. Your analytical skills are top-notch, allowing you to forecast call volumes and determine staffing requirements effectively. You thrive in collaborative settings and are committed to continuous learning and improvement. You understand the importance of optimizing resource allocation to meet service level targets and have a proven track record of managing schedules and staffing levels efficiently. You are adaptable and can make real-time adjustments based on call volume and agent performance metrics. You believe in the value of diverse perspectives and are excited to contribute your unique skills to a dynamic team.

Desirable

Experience in a call center environment or customer care operations would be a plus. Familiarity with workforce management software and tools is also beneficial. You are comfortable working with historical data and trends to develop accurate forecasts and staffing models. A passion for enhancing customer satisfaction and driving business success is essential.

What you'll do

In this role, you will lead the capacity planning process for HelloFresh's Customer Care department. You will be responsible for forecasting call volumes and determining staffing requirements to ensure that the team is adequately staffed to meet customer needs. You will develop and maintain accurate forecasts and staffing models based on historical data and business projections. Your role will involve creating and managing schedules for call center agents, ensuring that there is adequate coverage during peak hours. You will monitor real-time call volumes and agent performance metrics, making immediate adjustments as necessary to optimize staffing levels. You will collaborate with various teams to drive business success and enhance customer satisfaction, contributing to a culture of continuous improvement.

What we offer

HelloFresh provides a supportive environment that prioritizes your well-being and personal time. You will have the opportunity to work on impactful projects and develop your skills within a collaborative team. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and experiences. Join us in creating exceptional customer experiences and driving business success.