Strategic Workforce Manager 80 - 100%

• 31 August 2026
• 80 - 100%
• Indefinite duration
• German (Elementary)
• 9000 St. Gallen

As a strategic workforce manager, you will have the opportunity to rethink the management system of our advisory center. You will ensure that the advisory center's resources are used where they have the most impact. Do you want, in this role, to contribute to shaping the future of our customer service within the Saint-Gall advisory center through data, automation, and AI?

Strategic Workforce Manager 80 - 100% #

What you will accomplish

• You will develop a sustainable operating model for our advisory center and design a management system to plan and control the capacities required in the short, medium, and long term.
• You will introduce and continuously develop new technologies such as chatbots and voicebots, self-service solutions, analytical tools, and assistance systems for employees.
• Through data-based analyses, you will proactively manage demand and capacity and derive the necessary measures.
• You will identify and prioritize optimization and automation potentials throughout the customer journey and implement them in collaboration with the IT and digital services.
• You are responsible for multichannel capacity forecasting and planning, ensuring intraday management as well as appropriate planning of assignments and leave.

What you bring

• A university degree (university/HES) or equivalent training forms the basis of your profile.
• You possess several years of experience in workforce management, contact center management, or operational steering. Furthermore, you have already successfully accompanied or led projects.
• You have a perfect command of capacity forecasting and planning and have knowledge of contact center technologies, such as call routing, MS Teams or Nimbus telephony, as well as in data analysis, BI, and reporting.
• You have experience in transformation projects, automation, or the introduction of AI-based tools, as well as a great capacity for implementation.
• Your strategic and entrepreneurial thinking allows you to actively drive change and develop concepts that you succeed in putting into practice.
• You express yourself confidently to different interlocutors and management, and convince through your solution-oriented approach and your reliability. Experience in the banking or regulated sector is an asset.

Information
Joachim Bühler, head of the advisory center, will be pleased to answer your questions at 071 231 39 54.

Application
www.sgkb.ch/karriere, Brigitte Sauter, HR partner
Applications from external recruitment service providers will not be considered for this position.