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The organisation
The Mercedes-Benz Customer Assistance Center Maastricht (CAC) is the central point of contact in Europe, caring for the needs of current and prospective Mercedes-Benz and smart customers. Forty two different nationalities add diversity and enrich an organization dedicated to satisfied customers and high performance. Employees act as brand representatives ensuring that customers receive personal assistance in their own language at a consistently high level.
Our Customer Service departments answer customer enquiries and complaints, while the Service24h department organizes roadside assistance for customers. Services related to customers mobility guarantee availability 24 hours a day, 365 days a year.
WFM Forecasting Analyst
Workforce Management is responsible for all processes aiming to have the right number of staff available, with the right skills at the right time to ensure optimal reachability, contributing to an excellent customer experience. Major focus areas within the department are Roadside Assistance Service, Customer Service and Connected Mobility Services and expanding to other specialisms within the Daimler group.
The function
Place in the organisation:
We are looking for a WFM Forecasting Analyst to support our Workforce Management Team.
Main tasks and responsibilities:
- Develop and maintain the forecasting models (operational forecasts) at multiple levels of aggregation.
- Review historical trends, research drivers, prepare forecast data, develop statistical forecast models, and evaluate forecast results.
- Coordinate cross-functional research activities to reconcile significant variances and refine the forecast model to reflect updated sales and marketing assumptions.
- Interact with all stakeholders to understand forecast drivers and ensure that current and accurate information is used for forecasts
- Use and maintain the WFM software as the primary forecasting system tool.
- Closely coordinate and communicate action plans within the other areas of WFM and operations.
- Ensure resource planning is sufficient to meet service level targets and performance goals.
- Analysis of reports including process dashboards & initiate appropriate action plans
Requirements
Our new colleague:
- Has a Higher Vocational degree
- Understands the puzzle of workforce management like no other through at least 3 years experience in a comparable or similar role
- Preferably has experience within WFM in a customer service environment (forecasts, trend analysis and planning) and presenting reports and recommendations stakeholders on different levels
- Has Strong analytical, organizational, decision making and presentation skills
- Knows how to develop and maintain cross-functional relationships, by having strong interpersonal skills
- Has knowledge of and experience with call flow technologies and strategies
- Has knowledge of analysis methods and techniques, and tooling (Excel, Analytics tools, Access, SQL)
- Has advanced Knowledge in MS Excel and having a solid background in all MS Office products
- Is fluent in English, written and verbally, an additional European language is an asset
- Is a strong communicator and a team player
- Organizes their work and is stress resistant
We offer
You will join a multicultural, innovative and informal international working environment with interesting conditions, both primary and secondary.
Furthermore, a collective health insurance at discounted rates, development opportunities, a result-oriented bonus (variable payment) and a non-contributory pension plan are just some of the secondary benefits of working with us.
In addition, we offer a comprehensive relocation package (if applicable).
The procedure
Does this role fit your expectations for a new challenge with Mercedes-Benz Customer Assistance Center, then please use the “apply” button to upload your CV and Letter of Motivation (English only) and any other documentation that adds value to your application. You can respond to the vacancy until 22 January 2021.
For more information about this vacancy please contact Cicely Nitsche via
cicely.nitsche@daimler.com
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