The role

As Lead Capacity Planning & Steering you will own the global workforce planning of our Customer Care department. You will lead a team of workforce & real-time analysis specialists to ensure we are always accurately staffed to serve our customers.

Above all, we are looking for people who will make HelloFresh better. We believe there are many different ways of developing skills & we love diverse experiences! So even if you dont tick all the boxes but think youd thrive in this role, we would really like to learn more about you.

What youll do

• Lead the capacity planning process, including forecasting call volumes, determining staffing requirements, & optimizing resource allocation to meet service level targets.
• Develop & maintain accurate forecasts & staffing models based on historical data, trends, & business projections.
• Create & manage schedules for call center agents, ensuring adequate coverage during peak hours & optimizing staffing levels to meet operational needs.
• Monitor real-time call volumes, agent performance, & service level metrics to identify issues & make immediate adjustments as needed.
• Utilize workforce management tools & systems to track adherence to schedules, analyze performance data, & generate reports for management review.
• Collaborate with cross-functional teams, including Operations, Training, & Quality Assurance, to implement process improvements & drive operational efficiency.
• Lead, train & mentor team members on capacity planning best practices, real-time management techniques, & the use of workforce management tools.
• Coordinating communication between planning team & hiring departments in local & BPO locations to ensure required FTE demands are met

What youll bring

• You are proficient in using workforce management software. Knowledge of GenesysCloud WFM is a plus
• You have minimum 5 years  experience working within a call center environment
• You are able to forecast call volumes accurately based on historical data, seasonality & other factors
• You have extensive experience in monitoring performance metrics such as AHT, SL, Shrinkage, etc.
• You are an experienced people leader
• You are able to troubleshoot operational issues, resolving conflicts & making data driven decisions.
• You are able to write technical requirements, develop business models, & define support requirements & processes

What we offer

• Comprehensive relocation assistance to move to Berlin plus visa application support (if applicable)
• A significant discount on your weekly HelloFresh box
• Annual learning & development budget to attend conferences or purchase educational resources plus access to the HelloFresh Academy
• Mental health support, including Headspace subscription & access to qualified therapists through Spill
• Budget for home office supplies
• Monthly transportation budget through Rydes app 
• Working parents support
• Additional perks include: Annual German language budget, discounts for John Reed gyms & Urban Sports Club, regular company events, fresh fruit & free drinks in the office, in-house yoga classes, weekly discount on the Convini vending machine in the office
• Hybrid working model (option to work from home for up to 50% if preferred) 
• Sabbatical leave option after 18 months of being with HelloFresh
• HelloFresh Pension Scheme that is subsidized with 20% on top
• A diverse & vibrant international environment of 90+ different nationalities
• The chance to have a significant impact on one of the fastest-growing technology companies in Europe in an exciting growth phase

Are you up for the challenge?

Please submit your complete application below including your salary expectations & earliest starting date.

After submitting an application our team will review this & get back to you within 5 business days.