Adresse
Form der ArbeitTeam Lead Capacity Planning & Steering (m/f/x)
Category Supply Chain Management & Operations Location Berlin, Germany
At HelloFresh, we want to change the way people eat forever by offering our customers high-quality food and recipes for different meal occasions. Over the past 10 years, we've seen this mission spread around the world and beyond our wildest dreams. Now, we are a global food solutions group and the world's leading meal kit company, active in 18 countries across 3 continents. So, how did we do it? Our weekly boxes full of exciting recipes and fresh ingredients have blossomed into a community of customers looking for delicious, healthy, and sustainable options. The HelloFresh Group now includes our core brand, HelloFresh, as well as: Green Chef, EveryPlate, Chefs Plate, Factor_, and Youfoodz.
The role
As Lead Capacity Planning & Steering you will own the global workforce planning of our Customer Care department. You will lead a team of workforce & real-time analysis specialists to ensure we are always accurately staffed to serve our customers.
Above all, we are looking for people who will make HelloFresh better. We believe there are many different ways of developing skills and we love diverse experiences! So even if you don’t "tick all the boxes” but think you’d thrive in this role, we would really like to learn more about you.
What you’ll do
- Lead the Capacity Planning process, including forecasting call volumes, determining staffing requirements, and optimizing resource allocation to meet service level targets.
- Develop and maintain accurate forecasts and staffing models based on historical data, trends, and business projections.
- Create and manage schedules for call center agents, ensuring adequate coverage during peak hours and optimizing staffing levels to meet operational needs.
- Monitor real-time call volumes, agent performance, and service level metrics to identify issues and make immediate adjustments as needed.
- Utilize workforce management tools and systems to track adherence to schedules, analyze performance data, and generate reports for management review.
- Collaborate with cross-functional teams, including Operations, Training, and Quality Assurance, to implement process improvements and drive operational efficiency.
- Lead, train and mentor team members on Capacity Planning best practices, real-time management techniques, and the use of workforce management tools.
- Coordinating communication between planning team and hiring departments in local and BPO locations to ensure required FTE demands are met
What you’ll bring
- You are proficient in using workforce management software. Knowledge of GenesysCloud WFM is a plus
- You have minimum 5 years experience working within a call center environment
- You are able to forecast call volumes accurately based on historical data, seasonality and other factors
- You have extensive experience in monitoring performance metrics such as AHT, SL, Shrinkage, etc.
- You are an experienced people leader
- You are able to troubleshoot operational issues, resolving conflicts and making data driven decisions.
- You are able to write technical requirements, develop business models, and define support requirements and processes
What we offer
- Comprehensive relocation assistance to move to Berlin plus visa application support (if applicable)
- A significant discount on your weekly HelloFresh box
- Annual learning and development budget to attend conferences or purchase educational resources plus access to the HelloFresh Academy
- Mental health support, including Headspace subscription and access to qualified therapists through Spill
- Budget for home office supplies
- Monthly transportation budget through Rydes app
- Working parents support
- Additional perks include: Annual German language budget, discounts for John Reed gyms & Urban Sports Club, regular company events, fresh fruit & free drinks in the office, in-house yoga classes, weekly discount on the Convini vending machine in the office
- Hybrid working model (option to work from home for up to 50% if preferred)
- Sabbatical leave option after 18 months of being with HelloFresh
- HelloFresh Pension Scheme that is subsidized with 20% on top
- A diverse and vibrant international environment of 90+ different nationalities
- The chance to have a significant impact on one of the fastest-growing technology companies in Europe in an exciting growth phase
Are you up for the challenge?
Please submit your complete application below including your salary expectations and earliest starting date.
After submitting an application our team will review this and get back to you within 5 business days.
About HelloFresh
We believe that sharing a meal brings people of all identities, backgrounds, and cultures together. We are committed to celebrating all dimensions of diversity in the workplace equally and ensuring that everyone feels a sense of inclusion and belonging. We also aim to extend this commitment to the partners we work with and the communities we serve. We are constantly listening, learning, and evolving to deliver on these principles. We are proud of our collaborative culture. Our diverse employee population enables us to connect with our customers and turn their feedback into meaningful action - from developing new recipes to constantly improving our process of getting dinner to our customers’ homes. Our culture attracts top talent with shared values and forms the foundation for a great place to work!
At HelloFresh, we embrace diversity and inclusion. We are an equal-opportunity employer and do not discriminate on the basis of an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived. As part of the Company’s commitment to equal employment opportunity, we provide reasonable accommodations, up to the point of undue hardship, to candidates at any stage, including to individuals with disabilities.
We want to adapt our processes and create a safe space that welcomes everyone so please let us know how we can accommodate our process. In case you have any accessibility requirements you can share that with us in the application form.
To learn more about what it's like working inside HelloFresh, follow us on Instagram and LinkedIn.
HelloFresh is committed to the principles of equal employment opportunity and providing reasonable accommodations to candidates with disabilities. If you need an accommodation during the application process, please reach out to us at:
- Europe:EUaccommodations@hellofresh.com.
- APAC: APACaccommodations@hellofresh.com
