Team Lead Workforce Management and Analysis (f/m/d)

We are looking for a Team Lead - Workforce Management and Analysis for our global Customer Care team. You will work across all aspects of workforce planning and analysis to help our department reach our KPI’s, SLA’s and provide service oriented care for our broad range of customers.

 

YOUR CHALLENGE:

  • Your key responsibility will be to analyze and report historical data and trends in order to develop forecast models, crucial for operational needs across our global workforce in 5 countries.
  • You will actively track, analyse and report on our chosen KPIs in partnership with our Business Intelligence and Controlling teams. You will identify root causes for variance to budget and performance metrics.
  • You will use these insights to provide recommendations to the Director to improve our adherence to KPI’s and SLA’s.
  • You will proactively look for new WFM tools and trends in order to improve the WFM systems in Blacklane.
  • You will be responsible for designing and implementing new processes and procedures as we modernise and improve WFM at Blacklane.
  • Leading a team of specialists and working with our global leads, you will ensure the appropriate level of staffing and the adequate task coverage to handle contact volumes from our guests and chauffeurs.
  • You will supervise the management of real time schedule adherence and work on strategies to optimise intraday management.
  • You will work with department leadership to manage vacation requests across all hubs in an efficient way, ensuring the business remains operational during peak travel periods
  • You will closely collaborate with BLCC Team Leads and P&C on providing data regarding absences and staffing requirements.
  • Other administrative tasks related to staffing and scheduling functions will include: daily tracking of employees working hours and creating/updating attendance reports, creating monthly payroll reports for all hubs (excluding US and The Philippines) and others.

 

ABOUT YOU:

  • You have a minimum of 3 years of experience in a senior position in operational workforce management, with proven experience in a multi channel environment (Chat, Call, Mail, Social Media).
  • You have a deeply analytical mindset with superior skills in Excel, Tableau and other data collection and presentation tools.
  • You have an ability to break down complex problems and prioritize them effectively, backing up with solid data. Keep an eye on the required resources, you give confident instructions and keep several plates spinning at the same time to ensure deadlines are met.
  • You have proven leadership skills with the desire to build and strengthen your team by developing and coaching them in their careers.
  • You are engaged and excited by devising and executing operational improvements . You are willing to contribute by actively managing and completing these projects.
  • You are comfortable collaborating with People and Culture teams, Business Intelligence teams and Financial Controlling teams.
  • You have an understanding of technical systems used in customer care environments and can contribute to improving these. Experience with Intercom is a distinct advantage.

 

MORE THAN A JOB:

Blacklane is a scale-up started in 2011, founded by Jens Wohltorf and Frank Steuer who wanted to create the first global chauffeur service. We started by filling chauffeurs’ ‘empty leg’ journeys and have grown with our partners to over €100 million in annual revenue (pre-pandemic). Backed by Daimler and other investors in Germany, Japan, Switzerland, and the UAE, we’re now a trusted brand within corporate travel. 

We believe in ethical business practices and have a strong company culture. Responding to the pandemic, we’ve successfully managed the crises and retained our talented crew! We are now poised for massive growth in 2021 and beyond.

  • Continuous Learning: We believe that open and actionable feedback is the essential component of continuous development. Set your personal development plan and take an active role in our internal learning communities to progress your career. 
  • Flexible Working: Even the most ambitious Blacklaner needs some time to unwind. Find out what works for you and your team with flexible working hours and home office days (working from home is the new normal).
  • Become Part of the Crew: Get to know your fellow Blacklaners through our regular team socials. Our success comes from a collaboration of more than 350 people from 70 nations and we are looking for more exceptional people to join us! 
  • Employee Stock Options Plan: We want all Blacklaners to benefit from the company's success, so every employee gets virtual stock options.
  • Fair Remuneration: We’ve banded salary levels and matched them to the local costs of living, meaning you’re always paid fairly and you know that the rest of the crew is too.
  • Sustainability: We care for both people and the planet, having launched the mobility's industry first global carbon offset scheme in 2017. Blacklane has pledged to deliver 75% of its journeys in electric vehicles by 2025. 
  • Equal Opportunity: We are committed to inclusion and diversity. A company is only as strong as its crew, so we developed a work environment that is inclusive, inspiring and open. All qualified applicants receive consideration for employment without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

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