Philipp Ringpfeil Email & Phone Number

Kleinmachnow, Brandenburg, Deutschland

• Responsible for building the staffing plans for the European Market• Build relationships with key groups and individuals in Operations that are critical to the success of WFO• Perform regular variance analysis (plan vs. plan and plan vs. actual)• Performs ad-hoc analysis related to staffing plans. • Provide recommendations related to the analysis• Conduct annual budget planning• Support process improvement efforts across the Cap Planning team • Find opportunities for process improvement

Kleinmachnow

• Forecasts 30 minute interval level distribution of contact volume, AHT & staffing requirements• Responsible for maintenance of all elements of the eWFM system. This includes updating of teammates schedules, key statistical information, various WFM system maintenance items, special scheduling task and other items needed to meet the group’s needs. • Creates optimized schedules and staffing strategies that support a multi-site, multi-channel, and multi-skilled contact center environment by taking into account arrival pattern trends, holidays/seasonality/ business impacts, shift recommendations, channel requirements, off-line activities, etc.• Reviews scheduling influx/efficiency and provide recommendations for extra hour requirements, shift alignment changes, attrition backfill, etc.• Reviews and approves vacation requests to meet business objectives and employee requirements.• Provides analysis of key metrics and trends, including but not limited to volume, Customer Availability, Service Levels, Productivity, etc. and recommend steps to improve the efficiency and effectiveness of the GSD organization• Ability to maintain system integrity by processing all relevant (administrative) updates in WFM systems

Kleinmachnow

3rd Level Escalation CS for Top Customer; support and communication with outsourced partners; POC and Reporting of special topics; keep high quality standards, identify needs and take influence on the project relevant KPIs

Berlin

motivation and support for the teammates, monitoring KPIs, quality management, complaint management, employee coaching, planning and managing CS staffing, analysis and reportings

Berlin

coordination of events, design concept and production of interactiv exhibits, communication at the events

Berlin

customer service representative, consulting, contracting

Hoyerswerda

event management, audio engineering, stage management, light engineering

Bachelor Of Arts (B.A.), Business Administration, Marketing Management And Finance, 2,9

Semester Abroad (Erasmus-Programm)

A-Level, English, Music, History, 2,6