Customer Care Workforce Manager (all genders)

As a Customer Care Workforce Manager at zooplus, your primary responsibilities include forecasting call, email, and chat volumes, creating effective schedules, and ensuring optimal staffing levels to meet service targets. You will analyze historical data, adjust schedules in real-time based on demand, and ensure all campaigns are reflected in your forecasts. Additionally, you will collaborate with external service providers to manage resources and prepare call centers for high-volume periods.

To be considered for the Customer Care Workforce Manager position at zooplus, you should possess a Bachelor's degree in Business Administration or a related field, along with proven experience in workforce management or a similar role. Familiarity with workforce management tools and strong analytical skills is essential. Fluency in written and spoken English, along with excellent communication and problem-solving abilities, will also be necessary.

The Customer Care Workforce Manager at zooplus plays a crucial role in the success of the team by ensuring that staffing levels align with forecasted demands. By analyzing data and adjusting schedules as needed, you’ll help prevent backlog accumulation and maintain service quality. Your collaboration with both internal and external stakeholders ensures the Customer Care team is always prepared for busy periods, ultimately driving customer satisfaction and team efficiency.

At zooplus, the work culture is centered around care, openness, and collaboration. As a Customer Care Workforce Manager, you will be part of a passionate team dedicated to creating positive experiences for pet parents. The hybrid work setup provides flexibility, allowing for both in-office and remote work. Additionally, you will benefit from a variety of training opportunities, team events, and a strong commitment to diversity and inclusion within the company.

As a Customer Care Workforce Manager, you can expect a range of benefits at zooplus, including a 20% discount in our shop, private medical care, life insurance, and a multicafeteria system with a Multisport card. Other perks include two extra vacation days and special days off on December 24th and 31st. These benefits reflect our commitment to the well-being of our employees while supporting a healthy work-life balance.

During your interview, you should provide specific examples of how you've used historical data to make informed forecasts. Discuss the tools and software you have utilized for scheduling and how your analytical skills have helped ensure adequate staffing levels. Highlight any challenges you faced and how you overcame them to adjust schedules effectively.

When faced with staffing shortages during peak times, it’s essential to have a proactive approach. You might discuss strategies like creating a flexible schedule that includes on-call employees or collaborating closely with staffing agencies. Additionally, emphasize the importance of real-time data adjustments to navigate unexpected absenteeism while ensuring service levels are met.

In your response, explain the importance of continuous monitoring of call volumes and availability. Discuss your approach to analyzing performance metrics regularly and communicating any necessary changes in staffing or scheduling to meet service level targets. Provide examples of how you’ve successfully implemented strategies to improve performance in past roles.

Share a specific instance where you analyzed performance data, what insights you gained, and the actions you took as a result. Highlight any tools you used and follow-up evaluations to determine if your initiatives positively impacted the operation. Be sure to show your understanding of the business implications of workforce management.

Discuss the importance of flexibility and effective prioritization skills. You might mention using forecasting models to anticipate call volumes, which helps in planning but also the need for real-time adjustments. Giving examples of specific prioritization frameworks you have used can also showcase your strategic thinking.

Effective communication is essential in workforce management. Share your techniques, such as regular team meetings, collaborative platforms, or feedback systems that promote transparency. Highlight the importance of an open-door policy to address any team concerns or insights into operational challenges.

Emphasize the necessity of keeping up-to-date with company initiatives and how they impact incoming volume forecasts. Discuss strategies for collaborating with other departments to align workforce management with overarching business goals, ensuring you provide value to both the team and the organization.

During your interview, talk about the specific workforce management tools and technologies you have experience with, such as scheduling software, forecasting tools, or analytics platforms. Highlight how you have utilized these tools to enhance operational efficiency and how you stay updated with industry advancements.

Discuss your commitment to team development and the various methods you implement for training. This can include mentoring, workshops, or continuous education opportunities. Explain how you assess skill gaps and provide personalized development plans to cultivate your team’s strengths.

Highlight key metrics such as forecast accuracy, adherence to schedule, agent productivity, and customer satisfaction scores. Discuss how you use these metrics to inform decisions, make adjustments to workforce management strategies, and improve overall operational success.