About this role
Your Tasks Own the end-to-end forecasting process for Global Customer Care across all markets and BPO partners, ensuring accurate forecasts across short-, mid- and long-term planning horizons Design, develop and continuously optimize predictive forecasting models by incorporating historical demand patterns, seasonality, commercial activities, operational changes and external business drivers Establish and govern global forecasting standards, planning assumptions and methodologies to ensure consistent forecasting practices across countries and vendors Drive continuous improvements in forecast accuracy through statistical analysis, root cause analysis and refinement of forecasting models and planning methodologies Partner with regional customer care teams and BPO partners to translate business initiatives into workforce and capacity plans while aligning on planning assumptions and operational priorities Develop scenario-based forecasts and capacity simulations to support strategic decision-making, budgeting, outsourcing strategies and operational readiness Define, monitor and analyze Workforce Management KPIs, including Forecast Accuracy Service Level, Occupancy, Shrinkage, Average Handling Time and Capacity Utilization, providing actionable recommendations to senior stakeholder Act as the global subject matter expert (m/f/d) for Forecasting and Workforce Management by driving automation, planning excellence and data-driven decision-making across the organization Your Profile University degree in business administration or a related field Strong experience in customer care workforce management and forecasting is a must Strong analytical skills with the ability to interpret complex datasets, identify trends and patterns, and translate findings into actionable business recommendations Excellent stakeholder management skills with a proven ability to build trusted partnerships and influence cross-functional stakeholders across Operations, Vendor Management and senior leadership Strong verbal and written communication skills with the ability to present complex analyses, planning assumptions and recommendations in a clear, concise and compelling manner Deep understanding of contact center planning principles, including workload forecasting, interval planning, staffing optimization, occupancy, shrinkage, service level management and productivity metrics 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, play a key role in shaping the forecasting and workforce planning strategy for our global contact center operations. Working closely with regional teams, business functions and BPO partners, ensure customer demand is accurately translated into scalable workforce plans that support business growth and operational excellence. As the expert (m/f/d) for Forecasting and Workforce Planning, drive predictive planning, establish global forecasting standards and provide data-driven insights that enable strategic decision-making across the organization. Through close collaboration with senior stakeholders, optimize workforce capacity, improve forecast accuracy and support exceptional customer experiences across all markets. Our best solutions arise when diverse perspectives come together. Diversity is key to achieving our vision of becoming the Experience Champion in Consumer Electronics. We value diversity, promote equal opportunities, and foster inclusion – join 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: 37,5 Persona: Job Requisition HQ Employee Recruiter: Hanna Prüschenk Recruiter: Hanna Prüschenk