Lead Workforce Management

Summary: SumUp is looking for a Head of Workforce Management to join our team and lead the development and implementation of workforce management strategies across our customer service organization. The ideal candidate will have experience in managing workforce management teams (internal and outsourced across multiple geographies), be data-driven, and possess excellent communication skills.

Responsibilities:

• Develop and implement workforce management strategies that drive operational efficiencies, increase productivity, and improve customer experience
• Manage and mentor a team of workforce management analysts responsible for forecasting staffing needs, scheduling, and real-time monitoring of service levels
• Analyze data and trends to identify opportunities to optimize staffing levels, improve service levels, and reduce costs
• Work cross-functionally with other teams to ensure alignment of workforce management strategies with business goals
• Develop and maintain key performance indicators (KPIs) to track performance across the workforce management team and customer service organization
• Collaborate with senior leadership to develop and implement long-term workforce management strategies that support the growth and success of the business
• Develop and maintain relationships with external vendors and partners to ensure the delivery of workforce management services that meet business needs

• Bachelor's degree in Business Administration, Mathematics, Statistics, or related field
• 7+ years of experience in workforce management, with at least 3 years in a management role
• Strong analytical and problem-solving skills with experience in data analysis and forecasting
• Experience with workforce management software and tools, such as Verint, IEX, or NICE
• Excellent communication skills, with the ability to present complex data and insights to senior leadership
• Ability to work collaboratively with cross-functional teams and stakeholders to achieve business goals
• Demonstrated experience in developing and implementing workforce management strategies that drive operational efficiencies, increase productivity, and improve customer experience
• If you are a proactive, data-driven leader who is passionate about workforce management and customer service, we encourage you to apply for this exciting opportunity

• 🌍 Opportunity to work with SumUppers globally on large-scale fintech products used by millions of businesses worldwide, from our Berlin office. This involves an office-first setup

• 🌈 Commitment to Diversity and Inclusion: Be part of a workplace that values and promotes diversity, fostering an inclusive environment where everyone's perspectives are respected and embraced

• 📚 A dedicated annual L&D budget of €2,000 for attending conferences and/or advancing your career through further education

• 🚀 Enrolment onto our VSOP program: You will own a stake in SumUp’s future success

• 💶 A corporate pension scheme where we match up to 20% of your contributions

• 🔄 30 Days Sabbatical: Enjoy the unique opportunity to take a well-deserved break with our 30 days sabbatical benefit after completing 3 years of employment with SumUp

• 🔗 Referral Bonus: Earn additional rewards by referring talented individuals to join the SumUp team

• 🚵🏾‍♂️ Numerous other benefits such as Urban Sports Club subsidy, Kita placement assistance, relocation assistance, subsidised office lunches

Job Application Tip

We recognise that candidates feel they need to meet 100% of the job criteria in order to apply for a job. Please note that this is only a guide. If you don’t tick every box, it’s ok too because it means you have room to learn and develop your career at SumUp.