Personio Hiring For Senior Business Operations Specialist (d/f/m) at Dublin, County Dublin Full Time

It’s time to bring your best and make your mark. Join Customer Experience at Personio, using your subject-matter expertise to build relationships with our customers and help them maximize their value every day. Together, we’re solving real problems for real people.

This Business Operations Team is a part of Customer Operations within the Customer Experience (CX) department and currently operating in Munich and Dublin. We work closely with the other teams within Customer Operations – Customer Support, Professional Service, Payroll Operations and Quality Management.

The team (Business Operations) is responsible for the workforce management and the performance measurement for all operational teams in Customer Support, Professional Services and Payroll Operations. Our target is to forecast inbound contacts and requested Professional Services as accurately as possible as the basis to calculate the capacity and budget demands. Furthermore, the team strives to plan shifts and project allocation fair, efficient, and flexible, optimizing this intraday when necessary. The team is also responsible for the setup and configuration of systems used by Customer Operations (including Zendesk, Salesforce, Papershift and Tableau). Finally, all KPIs are reported and analysed by the team on a weekly/monthly basis.

Your tasks and responsibilities include:
You will be responsible for the timely calculation of forecasts of contact volumes, professional service requests and capacity demand in a multi-skill, multi-site and multi-channel environment.

You will work on the shift planning and task distribution for the operational teams, including long-/short-term planning as well as intraday management.

Reporting and assessment of main performance KPI for Customer Operations

(contact volumes, response times, service levels, CSat, assigned projects/FTE, project run times, AHT, shrinkage, adherence)

Assisting with the long-term strategy of Customer Operations, including operational and financial planning to contribute to departmental budgetary decisions.

Administration, and continuous insights into improvements of administrative processes and the technical setup of Customer Operations.

Responsibility to impart expertise to drive cross-departmental initiatives.

Collaborate closely and actively with your Team Lead, and Team Leads of other teams, to understand the department needs and provide proactive support.

What you need to succeed

Minimum 3–4 years of experience in a Workforce Management position in a support organization – ideally in a B2B, software, technical support environment.

You have a tech mindset and more particular understanding of workforce management systems, contact management platforms, contact routing, and performance management.

Striving for operational excellence in your own work and the work of your peers.

You have excellent verbal and written communication skills in English.

Data-drivenness, analytical thinking, and great skills in reporting and forecasting

Ability to create, support, and maintain a positive working climate.

Why Personio

Aside from our people, culture, and mission, there are a variety of additional benefits that help make Personio a great place to work! Work with us and receive:

Competitive compensation package that includes salary, benefits, and pre-IPO equity

28 days of paid vacation, plus another additional day after 2 and 4 years (because we love what we do, but we also love vacation!)

2 Impact Days you can use to have an impact on the environment and society – one for an individual project of your choice and one for a company-wide initiative! #SocialResponsibility

Find your best way to work with our office-led, remote-friendly PersonioFlex! We offer a roughly 50% remote, 50% in-office working framework to suit your needs

Annual personal development budget of €1,000 for conferences, courses, books, career coach, etc.

Regular company and team events like Oktoberfest, ski trips, Christmas parties, and more! (COVID permitting)

High-impact working environment with flat hierarchies and short decision-making processes

Receive generous family leave, child support, mental health support, and sabbatical opportunities with PersonioCares

Save money with corporate discounts across brands like Adidas, LG, Bosch, Apple, and more

Comprehensive healthcare and dental coverage for each permanent employee (excluding taxes)

Invest in your retirement via the Personio Pension Scheme, with a Personio match of up to 5%

Access multiple fitness studios and sports facilities across Ireland for €30 per month with a subsidized Gympass membership

A beautiful office in the heart of Dublin, complete with professional espresso machines, free drinks and snacks, and indoor and outdoor break spaces

About us

Bring your best. Make your mark. We’re using technology to revolutionize the way HR operates so that we can transform the way millions of people experience work every day. We move fast, challenge the status quo, and support our people as they shape their careers.

With over 8,000 customers and a team of 1,700 in seven offices across Europe, now is the perfect time to join! We believe in hiring driven people who want to make an impact. So bring your best, and let’s build the future of HR technology together.

Personio is an equal opportunities employer, committed to building an integrative culture where everyone feels welcomed and supported. We #EmbraceUniqueness and understand that our diverse, values-driven culture makes us stronger. We are proud to have an inclusive workplace environment that will foster your development no matter your gender, civil status, family status, sexual orientation, religion, age, disability, education level, or race.