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Workforce Management Specialist

Department:
Customer Support
Location:
Berlin

We are The Mobile Bank.

Our vision is to build a bank the world loves to use.

Technology and design empower everything we do.

N26 is Europe’s first Mobile Bank with a full European banking license. We redesigned the banking experience to be simple, fast and contemporary. Founded in 2013 by Valentin Stalf and Maximilian Tayenthal, N26 has more than 430 employees and more than 1 Million customers in 17 countries. N26 has raised more than $215 million from investors including Allianz X, Tencent, Li Ka-Shing’s Horizons Ventures, Battery Ventures and Valar Ventures, in addition to members of the Zalando management board, Earlybird Venture Capital, and Redalpine Ventures.

Once here you will

Right now we are looking for a Workforce Management Specialist to join our growing Customer Support Team in Kudamm. As an experienced specialist, you will be comfortable working in real time to analyse the volume and availability of our service across all channels. Whether it’s reacting to unexpected changes in contact volume or a sudden shortage in resources, you will work tirelessly to protect our service level and ensure our customers always receive a best in class experience. This role is about maximising our workforce, so that we can continue to support our customers throughout the day. You will be at the heart of our operation - directing the live situation as it unfolds before you. A key challenge will be keeping all the teams and stakeholders aligned, in order to meet KPIs. This will involve moving resources from team to team, so that we manage to deliver on all our tasks. Your insights and visibility of this day to day, will also make you an important partner, in any process changes or optimisations.  This is an exciting position, where truly no two days are the same and you can have a tangible impact on our operation.

What you will bring along

As an analytic and customer centric professional, this role will call upon both your results driven mindset and your organisational skills. Whilst previous Workforce Management experience is a must, a customer service background is not absolutely crucial. However as a stress resistant character you will have the skills required to survive in a fast paced, customer service center and will revel in our growth environment. Even in a pressurised situation, you will remain cool and think logically to achieve the best outcome for the team, taking the considerations of the business, customers and fellow employees into account. Your Excel skills will come to the fore in this position, as you quickly process and analyse data to turn it into meaningful insights for the business. As you juggle multiple tasks and stakeholders daily, strong interpersonal skills are absolutely crucial. Sounds like you? Then apply below!

What we offer

  • High degree of autonomy
  • Crucial role in a highly motivated, talented team
  • Your choice of a new Mac or Windows laptop
  • Flat hierarchy and open communication
  • A stack of the most modern technologies 

Sound good? Send us your application online, and we’ll get back to you soon.