Customer Care Workforce Manager (all genders)

More than 20 years ago, zooplus was one of the first to bring the pet category into the world of eCommerce. Today, we stand strong as Europe’s leading online pet platform, delivering moments of happiness to more than 9 million pet parents each year.

We're on a mission to create joy for pets and their parents, driven by our core values of Care, Courage, Openness, and Simplicity. At the heart of everything we do, they inspire us to grow, raise the bar for our customers and fuel a pet-first business.

Job Summary: The Customer Care Workforce Manager is responsible for forecasting call, email, and chat volumes, creating effective schedules, and ensuring optimal staffing levels. This role involves analyzing historical data, adjusting schedules based on real-time demand, and ensuring all promotions and campaigns are reflected in forecasts. The manager collaborates with external service providers to meet service level targets, prepares call centers for high-volume periods, handles urgent availability issues, and prepares reports on forecast accuracy and staffing adherence. Additionally, they monitor agents' availability and working hours to support cost control.

Key Responsibilities:

• Forecasts call, email, and chat volumes to create effective schedules based on budget requirements.
• Analyzes historical data and trends to predict future call/ emails and chat volumes and staffing requirements.
• Adjusts schedules based on real-time demand and changes in call volume.
• Ensures all promotions and campaigns are reflected in forecasts and schedules. Cooperates with internal stakeholders to have visibility on various initiatives impacting incoming CC volumes.
• Ensures enough resources are available to meet service level targets through collaboration with service providers. Escalates any resources issues to Regional Leads to prevent backlogs’ cumulation.
• Prepares call centers for high-volume periods, such as seasonal spikes or special events.
• Handles availability and capacity-related escalations or urgent issues requiring immediate attention.
• Prepares reports on forecast accuracy, staffing adherence, shrinkage, etc.
• Monitors agents' availability and working hours, ensuring proper reporting to support cost control.
• Close collaboration with Regional Leads and Head of Customer Care Ops, reporting execution of the forecasts, raising issues timely, providing required insights. 

• Bachelor's degree in Business Administration, Management, or a related field.
• Proven experience in workforce management or a similar role. 
• Familiarity with workforce management tools and technologies. Knowledge of forecasting and scheduling software.
• Strong analytical skills and ability to interpret data.
• Excellent communication and interpersonal skills.
• Fluent English written and spoken.
• Ability to handle urgent issues and make real-time adjustments.
• Experience in customer care or call center operations.
• Strong problem-solving skills and attention to detail.

Additional Information:
With more than 1,000 passionate professionals located across 6 European offices, we believe our success comes from working together and leveraging our international strengths. Expect a hybrid work setup: 60% in-office, 40% remote, collaborating with colleagues across locations.

Our benefits:
🐾 20% discount in our zooplus shop
📖 Internal and external training
🎈 Team events
#LI-Hybrid
✈️ Two extra vacation days and days off on 24th and 31st of December
🩺 Private medical care and life insurance
🍽️ Multicafeteria system including Multisport card

Want to know more? Learn more about zooplus here, and check out our LinkedIn, Instagram, TikTok and YouTube to get a glimpse into the zooplus culture.

zooplus is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.