Job
In this role, you will plan and optimize personnel deployment in the IT Service Desk, analyze key metrics, support managers with schedules, and assist in the implementation of a new workforce management tool.
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Your role in the team
- In this central role, you will be responsible for the efficient planning, management, and optimization of our personnel deployment in the IT Service Desk of BTC IT Services GmbH.
- Thereby, you ensure the optimal deployment of our employees to simultaneously enhance service quality, productivity, and employee satisfaction.
- In addition, you monitor key figures such as attendance, performance, and workload, and implement appropriate measures in case of deviations.
- You analyze demand, order intake, and capacity utilization to forecast future personnel requirements.
- You prepare relevant key figures, derive action recommendations, and provide management reports.
- As an interface between planning and operations, you support managers and employees with questions regarding shift schedules, time tracking, and leave requests.
- You ensure compliance with legal and internal regulations regarding working hours and attendance.
- You will support the implementation of a new workforce management tool and assist with the increasing automation and AI integration in resource management.
Our expectations of you
Qualifications
- Knowledge in resource planning, shift scheduling, and demand forecasting.
- Understanding of IT service processes according to ITIL and basic technical knowledge to assess planning times and service requirements.
- Structured, solution-oriented work approach and strong communication skills in interactions with employees and management.
Experience
- Several years of experience in Workforce Management or personnel scheduling, ideally in an IT service environment.
- Experience with a Workforce Management tool and call center software, ideally telegra.
- Good analytical skills and experience in dealing with key figures, reporting, and data analysis.
What we offer
- An exciting area of responsibility with plenty of scope for shaping and further developing a central workforce management.
- Onboarding remotely or on-site with a buddy system.
- Flexible flextime account in full-time or part-time (minimum 20 to 40 hours per week) with overtime compensation + 30 days of vacation.
- Home office options, from single days to full-time remote work.
- Top equipment, e.g., HP Business Notebook or MacBook, 2 monitors in the office and for home use, iPhone also for private use, height-adjustable desks in all offices.
- A work environment that is well-suited for hybrid working with a mix of home office and office hours, featuring creative spaces, co-working spaces, collaboration tools, and hardware.
- Secure job prospects: permanent employment contract, diversity among clients and industries, EWE AG as a strong parent company.
- Informal culture at all levels, social intranet, monthly after-work events, quarterly employee surveys.
- For your well-being: Hansefit, a fund-linked employer-financed retirement plan model, free external social and health counseling, (E-)bike leasing.
Benefits
Work-Life-Integration
Health, fitness & fun
Food & drink
Topics you will work on
Job locations
About your employer
We are a growing IT consulting firm with an industry-focused IT consulting offering that ranges from process consultancy to system integration and operation of IT systems in outsourcing.
- 2000
- Digital Agency
- Onsite, Hybrid, Full Remote
- Internet, IT, Telecommunication
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