Manager Workforce Management Customer Service

Klarna AB / Ekonomichefsjobb / Stockholm
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Customer Service's primarily goal is to deliver excellent service to our customers. We provide support in local language in all geographies where we are present.

As a Manager for Workforce Management (WFM) you will play a central part in the Customer Service management team. Your task is to manage an expert team responsible for resource planning, forecasting, real time traffic monitoring, and operational performance follow-up.

Your main work tasks include, but are not limited to;
• Manage and build an efficient and effective WFM-team supporting the customer service and merchant support delivery
• Ensure competence development among staff including succession planning and recruitment
• Manage compilation, analysis, summary, and distribution of information and performance data
• Develop solid WFM-processes including system support for forecasting, real time management, operational follow-up, KPI reporting, data mining and analysis capabilities, etc
• Manage small- to medium-sized projects and assist in management of larger projects.
• Conduct analysis to identify improvement areas, efficiency gains, data quality enhancement, forecast accuracy, business intelligence etc.

Required Qualifications;
• Bachelor's degree or extensive working experience within relevant area
• Strategically mindset including ability to interpret business requirements/needs and translate them into operational actions
• Strong mathematical and analytical skills including ability to understand underlying cause and effect of a problem. Ability to analyze complex data, identify trends and offer simple solutions
• Excellent communication skills, both verbal and written, and the ability to interact professionally with different levels in an organization
• Strong computer skills including Microsoft Office, especially strong proficiency with Microsoft Excel required
• Fluently in English

Preferred Qualifications;
• Experience from COPC is a strong merit
• Workforce Management experience is a strong merit
• Other languages

Success factors;
• Organized: Successfully manage and effectively prioritizes multiple simultaneous streams of work
• Perspective: Focuses on the big picture when it's appropriate and dives deep into the details when it's appropriate
• Independent Team Player: Capable of working both independently towards other stakeholder, leading your team to achieve set targets and be a collaborative team player in the management team
• Business Acumen: Capable of understanding the business perspectives and what's add value from a customer point of view
• Problem Solving: Identifies root causes of problems, balances qualitative and quantitative perspectives, facilitates development of creative solutions
• Change Agent: Involves the appropriate stakeholders in the process and have an ability to influence others

We offer you an international working environment filled with smart and ambitious colleagues. As an employee at one of Sweden's fastest growing companies, you will play an important role in taking Klarna to the next level. You won't work for Klarna, you'll work with Klarna.

For questions please contact linnea.martinelle@klarna.com We recommend you to apply as soon as possible, selection and interviews are held continuously.

Location
Stockholm, Sweden

Publiceringsdatum
2014-03-10

Arbetstider och omfattning
Tillsvidare
Heltid

Ersättning
Fast lön

Så ansöker du
Sista dag att ansöka är 2014-03-31
Klicka på denna länk för att göra din ansökan

Företag
KLARNA AB

Adress
KLARNA AB
NORRA STATIONSGATAN 61
11343 STOCKHOLM

Kontorsadress
NORRA STATIONSGATAN 61
STOCKHOLM

Övriga kontaktuppgifter
Telefonnummer: 08-12012000

Jobbnummer
1803708

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