WFM Specialist (f/d/m)
Trade Republic
Please note that this position is based in Berlin, Germany - relocation support is provided if required.
LIGHTHOUSE FOR TALENT
At Trade Republic, we are on a mission to empower everyone to create wealth with easy, safe and free access to the financial system. With over four million customers we are the largest savings platforms in Europe, with users holding over €35 billion on our platform.
We are seen as the go-to-destination for top talent from across the globe. Everyday we strive to make Trade Republic a great environment to do the best work of your life, surrounded by exceptional, caring and passionate colleagues. In addition to learning and growing with a world-class team, you will build a destination for millions of people across Europe to create wealth.
ABOUT THE TEAM
Help our customers to build their wealth: In our Customer Service Department, we see it as our task to unlock, comfort and assist our users on their journey. Our work stands for empathy, education and guidance. We work confidentially to provide our customers the highest support standard. By listening to our users we can improve our product and offer the best service possible. We ensure to push the goal further to democratize wealth and close the pension gap.
WHAT YOU’LL BE DOING
- Monitor and analyze real-time contact center metrics to ensure adherence to schedules and service level agreements. Track and analyze key performance indicators (KPIs) such as service level, average handle time, occupancy rate and first response time.
- Make real-time adjustments to staffing levels, manage a shared queue environment as needed to address fluctuations in inflow volume and agent availability.
- Develop and maintain capacity planning models for optimal staffing levels, analyzing historical data and trends.
- Track and analyze KPIs to identify trends and recommend efficiency improvements for short and long term planning..
- Create and maintain regular reports on workforce performance, conducting in-depth analysis for improvement areas.
- Identify opportunities for process enhancement and collaborate with teams for implementation.
- Communicate results and insights effectively, providing recommendations for staffing and efficiency improvements.
- Manage schedule demand across multiple sites, understanding reasons for forecast variance.
- Develop strategic recommendations for productivity improvement and collaborate with clients and operations teams for process enhancement.
WHAT WE'RE LOOKING FOR
- 2+ years Previous experience in WFM
- Excellent communication skills with all levels of the organization
- Strong analytical and problem-solving skills
- Experience with a multi-skilling or multilingual workforce
- Proficiency in English, German preferable
- Looker/Metabase, Google Suite knowledge
- Knowledge of SQL, Python
- Knowledge of Zendesk preferable
- Ability to communicate KPI data and analysis to employees at all levels
- Ability to prioritize workload, meet deadlines, and perform multiple tasks with great attention to details
- Knowledge of Customer Service processes and metrics
- Ability to work in a fast-paced, dynamic environment and adapt to changing priorities
- Strong communication and collaboration skills to work effectively with cross-functional teams
WHY YOU SHOULD APPLY NOW
At Trade Republic you will get to do the best work of your career. We are a destination for people who are exceptional at what they do. Every day, we strive to build a world-class team and provide the space for people to do their best. We have a relentless ambition of raising the bar and expect the best from ourselves. Through our dedicated people-first management approach and transparent career paths, you will have the opportunity to develop and grow your career like never before. And because you are surrounded by a diverse team of high performers, you will be learning every day.
You will play an important role in fixing one of the largest challenges we face - closing the pension gap and democratizing wealth. Trade Republic is a place where your job, your career and your passions intersect. If this gets you fired up, just like it does for all of us at Trade Republic, then reach out!
Trade Republic embraces diversity and strives for equal opportunity for everyone. We are committed to building a team that represents a variety of backgrounds, characteristics, perspectives and skills. We encourage applicants of diverse gender, age, sexuality, religion, ethnicity, disability status and parental status to apply to our roles, or those from other intersecting minority groups not listed. The more diverse and inclusive we are as a team, the greater our work will be. If we can support you on DEI related questions during the interview process, please reach out to talentacquisition@traderepublic.com.