Workforce Manager managing service workforce planning and operations at leading travel platform ab in den urlaub. Ensuring effective staffing and communication with internal and external teams.
About the role
- Service Level Coordinator at ab in den urlaub monitoring service center performance and ensuring service levels. Collaborating across teams and managing real-time call volumes in a hybrid environment.
Responsibilities
- Responsible for the operational and technical day-to-day running of our internal and external service centers
- Coordinating and monitoring call and back-office volumes using our control and reporting tools
- Ensuring defined service levels and KPIs in Customer Care
- Intraday management: responding to short-term changes, maintaining productivity, and flexibly managing capacity based on volume trends and performance data
- Liaising with team leads, IT, Quality Assurance and other interfaces
- Acting as the primary contact for our travel consultants for questions, challenges or urgent issues
- Communicating with international external service providers on process and system topics
- Receiving, prioritizing and resolving technical system incidents in collaboration with IT
- Contributing to the further development of our processes, tools and workflows
Requirements
- Experience in Customer Care, call center/service center — ideally with a focus on operations control, Workforce Management or real-time monitoring
- Confident handling of data, KPIs and analyses
- Very good MS Office skills, especially Excel; experience with control and ticketing tools is a plus
- Ideally experienced with Cisco Jabber, Inexso / Midoco, NICE IEX
- Technical affinity, structured working style and a good sense for processes
- Strong organizational skills, confident demeanor and empathetic communication
- Enjoy taking responsibility in a dynamic environment
- Willingness to work shifts — including weekends and public holidays — within service hours from 08:00 to 23:00
- Experience in the travel industry or with booking systems is an advantage but not required
- Business-fluent German and proficient written and spoken English
Benefits
- Permanent employment contract (full-time or part-time)
- 30 days of vacation, increasing with company tenure
- Option for mobile/remote work throughout Germany and, for a limited time, abroad
- Centrally located offices with excellent transport links in Leipzig
- Regular company and team events
- Attractive salary from day one, additional pay for occasional weekend and holiday support, and an anniversary program to reward loyalty
- Modern IT equipment
- Regular feedback meetings
- Discounts on travel products and local shops
- Subsidy for the Deutschlandticket (public transport pass)
- Company fitness subsidy
- Subsidies for lunch and health plus a special gift for your birthday, wedding and/or the birth/adoption of a child
- Workplace health management with diverse health offerings such as coaching, counselling and prevention programs
- Choose your JobRad (company bike)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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