At IONOS, the leading European provider of cloud infrastructure, cloud services and hosting services, you will work together with a wide range of teams. We are characterized by open structures, a friendly working culture and flat hierarchies with a strong team spirit. We firmly believe that work and fun are compatible, and offer you the right environment for this. Our constant growth means that we are always looking for new colleagues. Become part of IONOS and grow with us.
The Intraday Management Specialist is primarily responsible for Market/Site performance on workforce efficiency metrics (service levels, abandonment rates, handling times) and overall market and site optimization.
Main Responsibilities:
- Monitor and ensure alignment (planned vs. actual) of incoming volumes of customer requests per time interval, inventory of the individual work pools, personnel availability per time interval.
- Interpret and assess any deviation of incoming volumes of customer requests per time interval against forecasts and mitigate any deviation by a request to increase or decrease staffing as appropriate.
- Independent initiating counter measures to secure the defined service level and the optimal personnel productivity, i.e.: independent prioritization during the processing of customer enquiries, independent intraday rescheduling of the employees, taking into account the incoming volumes as well as the individual skills of the employees.
- Creation, preparation and development of daily reports e.g.: demand calculations, analysis of contact reasons, employees statistic (e.g. distribution of break times), daily closing mails
- Proactively identifying and reporting issues impacting Teammate productivity – partnering with Operations and other Support Functions in communicating and managing the impacts to both our Customers and Teammates
- Partnering with the business to make judgment calls and decisions to deliver the optimal levels of service and productivity - demonstrating responsibility and professionalism in balancing customer and shareholder needs.
- Preparing analysis and insights for the business to enable robust decision making that will ultimately improve efficiency and performance in a customer focused way
- Analyzing and understanding Productivity, Shrinkage, Occupancy, Attrition and Staffing trends in partnership with other members of the WFM team
- Partnering with Long Term Forecasting and Work Force Planning Teams to enable alignment of long and short term forecasts.
- Analyzing current processes and proactively recommend changes to improve.
- Assisting with ad-hoc projects or assignments as required
Others:
- Accepts other responsibilities as maybe assigned by superior according to the need of the Company.
- Creates and preserves the most favorable Company image by conducting all functions in the most ethical and fair manner.
- Administers all assigned functions consistent with and in support to the goal of the company.
Requirements:
- BS/BA degree in related field required or the equivalent professional experience
- At least two years professional experience in the area of call centers (as call center employee, 2nd Level, Intraday Performance Coordinator, Real-time Analyst or Workforce Management background
- Good knowledge of the work contents and technical backgrounds (dependencies, framework parameters of the execution processes, technical conditions etc.) at the location general
- Good knowledge of the in-house processes in the specialist departments and in the WFM at the location, i.e.: which targets have to be met, are there agreed workflows between executives and employees, which key figures are established in the specialist department
- Good knowledge of the used systems within the scope of the execution of the daily tasks: Genesys, Nice, Avaya, e-WFM and other related workforce management software
- Good MS Office knowledge with at least an intermediate knowledge in Microsoft Excel or Google Spreadsheets
About IONOS
IONOS is the leading European digitalization partner for small and medium-sized businesses (SMB). The company serves around six million customers and operates across 18 markets in Europe and North America, with its services being accessible worldwide. With its Web Presence & Productivity portfolio, IONOS acts as a 'one-stop shop' for all digitalization needs: from domains and web hosting to classic website builders and do-it-yourself solutions, from e-commerce to online marketing tools. In addition, the company offers Cloud Solutions to enterprises who are looking to move to the cloud as their businesses evolve.
We value diversity and welcome all applications - regardless of, for example, gender, nationality, ethnic or social origin, religion, disability, age as well as sexual orientation and identity, physical characteristics, marital status or any other irrelevant factor subject to applicable law.
