Gigg från: Volvo Personvagnar AB
Head of Planning & Work Force Management - Customer Care
Who are we? Volvo Cars is a company on a mission; to bring traditional car manufacturing into a connected, sustainable and smart future. Since 1927, we have been a brand known for our commitment to safety, creating innovative cars that make life less complicated for our consumers. In 2010, we decided to transform our business, resulting in a totally new generation of cars and technologies, as well as steady growth and record sales. Today, we’re expanding our global footprint in Europe, China and the US, and we’re on the lookout for new talent. We are constantly pushing our own skills and abilities to drive change in the automobile industry like never before. We are looking for innovative, committed people to join us in this endeavour and create safe, sustainable and connected cars. We believe in the power of people and will challenge and support you to reach your full potential. Join us and be part of Volvo Cars’ journey into the future. This is a unique opportunity to be part of building a global Consumer Experience platform moving into scalability. The automotive business is changing rapidly, and Volvo Cars is pushing the boundaries striving for Growth, Electrification and Online sales. New business models are emerging, and we are re-defining the customer experience related to service, car usage and ownership. Who we are Customer Care provides consumer relations operations for Volvo Car Group through our contact centers - Consumer Relations Centers around the world. Our agents are the facilitating link between the brand, the consumer and the retailer network, acting as brand ambassadors and companions throughout the consumer journey. Our partners are Volvo Cars and Polestar at the present and we operate both online offers (like Care by Volvo and the XC40 BEV) and consumer relations for the traditional business. Customer Care scope is global and under establishment, with current operations within Americas, EMEA and APAC. We will, over time, grow into a truly global function delivering consumer value in the redefined landscape of direct consumer relations enabling growth, electrification and online sales. About the position The basics for Customer Care are in place and the current challenge is to scale up and refine the business. Many initiatives, large and small, are ongoing in that transformation journey that aim to achieve a robust, global set up. The role is also about focusing on structure, coordination and communication to facilitate how we work overall with planning & analytics. This is a crucial function for us to secure perfect balance between quality and cost. What you will do As Head of Planning and Work Force Management you will need to show the way on how to do things and share vision and action to get there. You will lead a smaller group of people with analytics and WFM background. Key is to find a strong collaboration with our customer care centers around the globe where we locally work with forecast/planning and scheduling. Among your tasks are setting up a best in class WFM-process for all countries and roll out new functionality our WFM-tool. Elaborate different skill-mix in our Customer Care Centers and set a strong process for customer feedback. Create way of working around incident management, analyzing volume patterns and secure overall volume planning. You should both be able to work on a strategy level but also bring data to the table and get things done if needed. What you will bring: We are looking for an ambitious candidate with an entrepreneurial, progressive and eager mindset, willing to learn more and develop our Customer Care Commercial Business and contribute to the fast-growing extensive transformation we are in. We think your profile needs to fit the following requirements: • Relevant University Degree and Senior Leadership experience within Customer Care. • 10+ years of experience within Customer Care. • 3+ years of experience working with analyzing data. • COPC competence and Teleopti-competence (or equal tool). • Senior experience of strategy work within Workforce Management as well as driving changes & alignments across organizations. • You are fluent in English (verbal and written). To be successful in this role you need to have a positive “can do” attitude and feel comfortable with working in an environment where we sometimes have more questions than answers. You are self-starter and have a structured, holistic, flexible and service mind-set and good understanding of the balance between speed and accuracy in detail. Happy to jump on big and small tasks with a good portion of willingness to solve them independently and/or together with others. As part of the Uptime team we promise, you will never be bored on this exciting new journey enabling the commercial transformation! How to learn more and apply If you have questions about the position, please contact Head of Customer Care; Sandra Alenius. For questions regarding the recruitment process, please contact Pedram Yousefi at firstname.lastname@example.org We want your application at the latest 2021-06-13. Please note due to GDPR, applications via email will not be accepted.
Volvo Personvagnar AB
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