Specialist Forecasting & Planning in Global Customer Care (mfd)

Your Tasks

• Develop short- and long-term demand forecasts for Global Customer Care operations using historical data trends and predictive modeling
• Closely collaborate with vendors to ensure schedules via workforce management tool align with forecasted demand and service level targets
• Analyze customer care data including contact volumes service levels and agent performance to generate actionable insights that inform forecasts capacity planning and operational improvements
• Partner with regional and global teams to ensure workforce capacity meets forecasted customer contact volumes and business priorities
• Monitor forecast accuracy schedule adherence and other key performance metrics identifying variances and implementing continuous improvements
• Prepare and deliver reports dashboards and presentations for senior stakeholders ensuring clarity and business relevance
• Contribute to strategic projects that enhance service delivery operational efficiency and overall customer satisfaction

Your Profile

• University degree in business administration or a related field
• Experience in customer care workforce management and forecasting is a must
• Strong analytical skills and data driven work ethic to provide actionable insights
• Excellent communication skills with the ability to present insights in a clear and structured manner
• Knowledge of seasonality and business drivers that impact customer contact volumes
• Proficiency in forecasting tools workforce management systems and data visualization platforms
• Experience in an international role is a plus
• Fluent in business English

About Us

As part of the global customer care team you serve as the key ambassador for the customer within the close collaboration with both internal and external partners you ensure seamless customer support operations. You develop accurate forecasts create insight-driven plans and provide actionable recommendations that enable strategic decision-making for the broader organization and top management. You will focus on aligning workforce capacity with projected customer contact volumes optimizing resource utilization and ensuring service excellence across regions.

The best solutions come from bringing together diverse perspectives. Embracing diversity is key to achieving our vision of becoming the Experience Champion. We value inclusion foster equal opportunity and welcome you to be part of our team.

Additional Benefits

Job Infos

Location:Ingolstadt

MediaMarktSaturn Retail Group

Department:HQ - Customer Experience & Customer Care

Entrylevel:Professional Level

Type of Employement:Full Time

Working Hours:375

Persona:Job Requisition HQ Employee

Recruiter:Lea Ellerich

Recruiter:Lea Theresa Ellerich