Performance & Workforce Management - Uptime

Who are we?
Volvo Cars is a company on a mission; to bring traditional car manufacturing into a connected, sustainable and smart future.
Since 1927, we have been a brand known for our commitment to safety, creating innovative cars that make life less complicated for our consumers. In 2010, we decided to transform our business, resulting in a totally new generation of cars and technologies, as well as steady growth and record sales. Today, we’re expanding our global footprint in Europe, China and the US, and we’re on the lookout for new talent.
We are constantly pushing our own skills and abilities to drive change in the automobile industry like never before. We are looking for innovative, committed people to join us in this endeavour and create safe, sustainable and connected cars. We believe in the power of people and will challenge and support you to reach your full potential. Join us and be part of Volvo Cars’ journey into the future.

Who we are
Uptime provides consumer relations operations for Volvo Cars and affiliated brands through contact centers. Our agents are the facilitating link between the brand, the consumer and the dealer network, acting as brand ambassadors and companions through the consumer journey.  
Uptime designs how and what our consumer relations centers operate for each partner in selected markets. We secure capabilities needed and develop processes and products to release a premium and branded customer support for our partners, mainly Volvo Cars and Polestar. We develop needed trainings and make sure our agents get the right competence to be able to perform a good job.
Today Uptime operates within EMEA, and support Polestar in China. The Americas has just become part of the Uptime umbrella and a project to identify set up for APAC is under way.
About the position
You will be part of an international team and work closely with the Uptime operational teams to secure that we optimize our resources, perform an efficient consumer relations operation, set targets for the operations and make sure that we deliver on the targets. 
Uptime is in a build-up phase, which will give you an exciting, ever-changing job in a global environment providing you with opportunities to develop both professionally and personally.

What you will do
As a Performance and Workforce Management Manager you will work in close collaboration with Uptime central team, with our Partners and our Consumer Relations Centers to;
•    Continuously optimize and improving Workforce Management both real time and forecast planning including coordination of staffing needs and budgets.
•    Drive financial steering and action plans with hubs to yield an efficient quality operation to create a strong performance eco-system
•    Securing operational excellence and customer service quality through data analysis and the development and implementation of leading trends in Performance Management
•    Be responsible for implementing framework and solution for capacity management including new capabilities in Workforce Management with AI and machine learning
You are globally responsible and as a business leader you are responsible for strategy, process and execution across contact centers. You will manage activities together with the operations to meet service and productivity goals as well as report capacity and performance information to identified stakeholders.
Additional responsibilities include managing utilization trends and proposing operational improvements. Together with our Consumer Relations Center leaders you will also be responsible to set target to follow up on capacity and financial performance.
You work in real time with the operations to give an accurate picture on schedule adherence, gaps in service levels by day and month. 
You and your skills
You have minimum of 5 years’ experience from working with Workforce Management and financial steering and strong project management skills from working in an international cross functional environment.
You must be proficient with Excel, have ability to organize/analyze, import/export data in a structured manner.
You have strong business acumen and financial understanding as well as experience to analyze performance challenges and find solutions.
You are fluent in English, verbal and written.
On a personal level
You should have a holistic perspective, a systematic approach and are able to understand and draw conclusion of different scenarios and understand consequences of different “events”.
You have good presentation and communication skills, an strong collaboration and teamworking skills and are truly passionate about operation of customer experience.
Since the area is in an early phase, it is important that you are flexible and enjoy working in a changing environment. You have a natural ability to plan your work and follow up on deliveries.

How to learn more and apply
If you have any questions regarding the position you are welcome to contact Head of Consumer Relations Development, Niclas Medin niclas.medin@volvocars.com, and for questions regarding the recruitment process, please contact Pedram Yousefi at pedram.yousefi@volvocars.com
We want your application at the latest 2021-02- 17
Please note, due to GDPR applications via email will not be accepted.