Your Tasks
* Develop short- and long-term demand forecasts for Global Customer Care operations using historical data, trends and predictive modeling
* Closely collaborate with vendors to ensure schedules via workforce management tool, align with forecasted demand and service level targets
* Analyze customer care data, including contact volumes, service levels and agent performance, to generate actionable insights that inform forecasts, capacity planning and operational improvements
* Partner with regional and global teams to ensure workforce capacity meets forecasted customer contact volumes and business priorities
* Monitor forecast accuracy, schedule adherence and other key performance metrics, identifying variances and implementing continuous improvements
* Prepare and deliver reports, dashboards and presentations for senior stakeholders, ensuring clarity and business relevance
* Contribute to strategic projects that enhance service delivery, operational efficiency and overall customer satisfaction
Your Profile
* University degree in business administration or a related field
* Experience in customer care workforce management and forecasting is a must
* Strong analytical skills and data driven work ethic to provide actionable insights
* Excellent communication skills, with the ability to present insights in a clear and structured manner
* Knowledge of seasonality and business drivers that impact customer contact volumes
* Proficiency in forecasting tools, workforce management systems and data visualization platforms
* Experience in an international role is a plus
* Fluent in business English
About Us
As part of the global customer care team, you serve as the key ambassador for the customer within the organization. In close collaboration with both internal and external partners, you ensure seamless customer support operations. You develop accurate forecasts, create insight-driven plans and provide actionable recommendations that enable strategic decision-making, for the broader organization and top management. You will focus on aligning workforce capacity with projected customer contact volumes, optimizing resource utilization and ensuring service excellence across regions. Our best solutions arise when diverse perspectives come together. Diversity is key to achieving our vision of becoming the Experience Champion in Consumer Electronics. We value diversity, promote equal opportunities, and foster inclusion – join our team!
Additional Benefits
Job Infos
Location: Ingolstadt
MediaMarktSaturn Retail Group
Department: HQ - Customer Experience & Customer Care
Entrylevel: Professional Level
Type of Employement: Full Time
Working Hours: 37,5
Persona: Job Requisition HQ Employee
Recruiter: Lea Ellerich
Recruiter: Lea Theresa Ellerich