Workforce Manager (m/f/d), Winterthur, 80-100%

[Wincasa](< >), the leading Swiss real estate service provider, is decisively shaping the future of the real estate industry. Digital services, agile processes, and a smart way of working characterize us. Become part of our transformation journey and actively help shape the future of Wincasa. #Wincasa Workforce Manager (m/f/d), Winterthur, 80-100% As the largest real estate management service provider for demanding residential, office, and commercial spaces, we offer our customers a comprehensive all-round service package. With our centrally located Customer Value Center (CVC) near the station in Winterthur, we provide tenants, interested parties, and suppliers with a central contact point. Through various channels, we ensure a service-oriented and multilingual customer dialogue. The Business Support area ensures efficient control of the Contact Center with topics such as Quality & Education, Knowledge Management, Reporting & Analytics, and Workforce Management, and continuously develops processes and systems. To complement our existing team in Winterthur, we are looking for a technically competent and customer-oriented personality as Workforce Manager (m/f/d) Winterthur, 80-100% by arrangement. What you will do: * You take on technical responsibility for Workforce Management, coordinate the employees working in the area, and continuously develop processes, standards, and control mechanisms * Based on forecasts, analyses, and demand scenarios, you derive resource, capacity, skill, and language requirements, taking shrinkage and service targets into account, and ensure proactive planning * You are responsible for personnel deployment planning as well as the calculation and control of vacation and absence contingents, considering capacities, working time models, skills, languages, and service targets * You are responsible for operative intraday control, monitoring volume, capacities, and service levels in real time, and initiate targeted measures in case of deviations to ensure service and productivity goals * You analyze operative performance based on service levels, productivity, utilization, and forecast deviations and derive targeted improvement measures from them * You operate and configure the WFM and CCaaS systems operationally, including for skill and queue management, routing, prioritization, opening hours, ad-hoc switching, and announcements * In the event of operationally relevant incidents, you assess the impact, initiate immediate operative measures, and coordinate cooperation with internal and external bodies * You work closely with Data & Analytics, the Contact Center Platform Specialist, the CVC management, and other relevant stakeholders Why you succeed: * You have a completed vocational apprenticeship with EFZ; further training in Workforce Management, Contact Center Management, business administration, or process management is an advantage * You bring professional experience in Workforce Management or in the operative control of a Contact Center * You have practical experience in resource, capacity, and personnel deployment planning as well as in intraday management * You understand the connections between forecast, volume, resource requirement, staffing, productivity, utilization, skills, and service levels and translate analyses into concrete measures * You are system-savvy and experienced in handling Workforce Management, CCaaS, and customer service systems; knowledge of Calabrio, 3CLogic, or ServiceNow is an advantage * With your analytical, structured, and solution-oriented way of working, you maintain an overview even in dynamic operational situations * You communicate and coordinate confidently, can provide technical guidance to employees, and have very good German skills. English skills are an advantage Here are some of our benefits: * Working hours: We practice mobile working with individual (annual) working hours and/or part-time work. Up to 40% home office is possible. Work-life balance is a top priority for us, because balanced and rested employees are important to us. The purchase of additional vacation is possible. * Mobility and catering: You receive a contribution for your mobile phone. We also provide a contribution for your catering. * Training and further education: Promoting employees is an important part of our culture. Benefit from a generous Unterst j4id10439582jm j4it1042jm j4iy26jm