Business Controller – with delivery responsibility i Borås

H&M’s Global Customer Service (CS) is a multichannel and multi-brand organization with a focus on the customer dialogue throughout the customer journey. Today Customer Service has around 3000 colleagues globally and has established 12 Customer Service Centres around the world, so far. 

WHAT you will do 

The job of a Business Controller with delivery responsibility within Capacity and Forecasting department comes with lots of responsibility – and lots of fun.  

Based on a sales plan and historical contact data, you estimate the number of contacts we are expected to receive on all online markets. There are different patterns and behaviors in different markets and in different contact channels. When adding local Centre goals and performance - it is possible to estimate how many customer service agents that we need to continuously provide world class customer service.  

As a Business Controller you produce and give recommendations on the number of agents needed for schedule and recruitment along with capacity planning. As responsible for our deliveries you secure our product within the forecasting team, produce reports, analyze the findings and involve the correct stakeholders. It is your responsibility to make the business aware of your analysis of the results. You are passionate to improve the customer journey from a contact- and customer experience perspective by analyzing results and suggest improvements. Continuously, you own and strive to develop the working routines and the outcome. 

About you 

Just like everyone at H&M, we believe you are a sales minded, social, open, communicative and ambitious team player full of drive and optimism. Your personal qualities also include: 

Your experience & skills  

An advantage is if you are, or have been working in a similar position and have a Bachelor’s business degree or equivalent. You should also be fluent in English, both spoken and written. You also have an ability to cope with a high workload and are excellent in MS Excel knowledge. 

You will be an ambassador for the customer and your team – committed to improve customer experience. 

This is a fulltime position located in Borås. 

Application
We are looking forward to your application! Please apply by attaching your CV and Cover letter in English before the 26th of May. Questions should be directed to Magnus Hagberg (Magnus.Hagberg@hm.com).