Job Description

·           Functional lead for budgeting, planning and execution of SLAs, capacity, and workflow plans for multiple functional areas in one or more sites. ·           Define metrics, goals, and set strategies in support of overall H&M Group & H&M brand Customer Service visions. ·           Directly lead a team of analysts, forecasters & schedulers, providing feedback & coaching to enable constant development. Indirectly lead the WFM teams in the H&M CSC Centres. ·           Continuously identify productivity, service & cost improvements, collaborate effectively with relevant stakeholders within CS to ensure attainment. ·           Configure and implement a new Workforce Management System, including the creation and implementation of associated work processes. ·           Collaborate to design and develop data visualization tools (incl BI dashboards) to enable WFM statistics & insights can be utilized with relevant stakeholders. ·           Continuously develop the best scheduling plan by managing trade-offs between Customer Experience, Employee Experience, and Cost. ·           Maintain & develop a strong RTA function, to ensure intra-week & intra-day trends are analysed, identified & acted upon to ensure the best service. ·           Build effective relationships with key stakeholders within Global CS team & within the Customer Service Centres.

Qualifications

·       5 years of Contact Center Operations or WFM experience, in a fast-moving global company. ·       History of achieving strong business results ·       Outstanding analytical skills, able to interpret large datasets & communicate in a clear & relevant manner to diverse stakeholders ·       Proven track record of successful implementation of complex WFM projects ·       Experience of leading system, process and/or organizational change. ·       Strong communicator, able to collaborate across diverse stakeholders in order to set & ensure attainment of strategies to achieve CS Vision. ·       5+ years of proven leadership experience ·       Preferably you have a degree in statistics, economics, business administration, or another related field. ·       You have entrepreneurial spirit and passion for delivering the best customer and  employee experience

Additional Information

Apply through our career site with CV and Cover Letter by the latest of 9th of August.

The position is full time, benefits from hybrid working and based in one of the following locations: Stockholm, Boras, Greve, Barcelona, Maastricht, Edinburgh, Chicago and Warsaw. Travel will be required for this position. No relocation package is available and requirement to have the legal right to work in the location will be applied.

If you have any questions regarding this position please contact Steven Gordon, Global Head of Controlling steven.gordon@hm.com or Malin Elmström, Global HR Business Partner malin.elmstrom@hm.com.