Workforce Management Associate i Stockholm

Klarna was founded in Stockholm, Sweden in 2005. Since then we've changed the banking industry forever. And now we're creating the world's smoothest shopping experience. We serve over 90 million consumers worldwide, and partner with 250,000 merchants – with a new merchant joining us every 8 minutes. Including some of the world's leading brands, such as H&M, ASOS, IKEA, Adidas, Samsung and Lufthansa. Our offices are spread over 17 different markets, hosted by 5000+ employees from 100+ nationalities.

Join the rocketship! As a key member of the Global Workforce Management team you will take a hands-on enthusiastic approach -  supporting your team and associated CO teams within Klarna and the outsourced partners to drive stronger, controlled, more efficient customer service processes and results, while remaining flexible to the demands of a dynamic and growing business.

What You'll Do

• Create and maintain detailed WFM processes
• Document WFM processes, ensuring stakeholding maps are complete with clear deliverables and accountability
• Contribute to consistently improving quality of service through close involvement across all relevant stages of the WFM cycle including: validating capacity / staffing plans, coordinating global scheduling and coverage planning processes, real-time management processes, and ad hoc SLA mitigation plans for capacity / coverage impacting events
• Regular review of service delivery against WFM and CS Ops objectives, highlighting deviations, misalignment and opportunities to drive better service
• Assist with development and taking ownership of WFM-related performance reporting, including delivering business insights and updated based on content
• Work with vendors to help flag operational challenges and find solutions within Klarna to help them succeed
• Investigate operational issues as needed and figure out scalable solutions, working cross-functionally with the appropriate teams

Basic Qualifications

• Strong sense of ownership and accountability, approaching challenges constructively and creatively, while seeing tasks through to completion
• Highly organized, detail oriented and data driven
• Minimum 2 years experience working in WFM or related role within a contact center environment
• Current understanding of contact center operations and metrics
• Ability to communicate clearly and effectively in English across all levels of the business hierarchy
• Experience with data representation and analysis - Excel, SQL, or comparable
• Familiarity with Google suite of products including Google Sheets
• Familiarity with at least one WFM software package (NICE IEX, Aspect, etc)
• Experience working in teams spread across multiple geographies
• Bachelor's degree or equivalent relevant experience

If you think this sounds like your next adventure, apply today with your English version CV!

Klarna is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates. Please refrain from including your picture and age with your application.