Workforce Management Associate

At Bosch, we shape the future by inventing high-quality technologies and services that spark enthusiasm and enrich people’s lives. Our promise to our associates is rock-solid: we grow together, we enjoy our work, and we inspire each other. Join in and feel the difference.

Established in 1985 as a monitoring center and provider of communication services, Bosch Service Solutions Inc. today ranks among the leading international providers of Business Process Outsourcing services. Employing more than 4,000 associates in Europe, Asia and South America, Bosch Service Solutions Inc. provides and optimizes business processes for our customers.

The Workforce Associate’s primary responsibility is to ensure daily service levels in all Operational Units by working closely with local leadership. Ensure the most effective use of its workforce against key performance metrics.

General Job Responsibilities:

• Corrects matching of production volume with planned capacities ensuring:• that all required agent skills (e.g. languages, know-how) are available
• that service levels defined by the client are reached (not missed nor surpassed)
• while reaching internal profitability targets.
• transparency regarding existing capacities is provided
• Information regarding absences is provided, this also includes scheduling of all pull outs (e.g. training, meeting, coaching, holydays)
• Transparent comparison of available with needed capacities

• Identifies and mitigates emerging risks and assisting in potential plans for service level recovery.
• Re/un-blending and skill modification of individual associates, as well as alerting individual team leadership of outliers in auxing and other variances.
• Coordinates site staffing needs, including the reporting and analysis of site head count numbers, identify the need of trainings or any offline activities, placement of new hire associates, and team shift bid processes.
• Develops/maintains a series of workforce related trackers that drive day to day site-wide production efficiency (Voluntary Time Off, Absences, Open Phone Shifts, Overtime), and driving efficiency and increase production and quality.
• Make adjustments to call volume proactively based on forecasted volume, and real time adjustments based on actual call volume.
• Reports of Service Level KPIs are under this position’s responsibility.
• With the support of daily, weekly, monthly, or yearly forecasts the type of transactions, volumes; service levels, utilization etc. calculate the required capacity (workforce). Forecasts are either provided by the client or calculated with own historical data and agreed with the client.
• Follow bottlenecks to be recognized in time and a balancing of capacities or, respectively, an adjustment of capacities is carried out.
• Provision of timely, accurate and relevant reporting to support business processes with a view to review, prioritize, streamline, and automate existing operational reporting ensuring the reports that are produced provide high value with minimal manual effort.
• Perform other functions related to the position.

• Industrial Engineering or related degree or equivalent experience
• 2-3 years’ experience in WFM. Relevant industry experience
• Experience in Workforce Management tools (IEX, ICC, Verint)
• Advanced Excel knowledge.
• Understanding methods of bill collection, for example, spoken minute -paid minute, staffing per case, Staffing with CAP.
• Good in verbal and written communication skills
• Microsoft Office proficiency (Word, Excel, Power Point)
• Analytical thinking.
• Teamwork
• Able to work in a fast-paced environment.
• Assertive communication
• Accountability
• Willing to work onsite and on a night shif

Kindly attach your resume in your application. Only shortlisted candidates will be contacted via email.