Vacature WFM Forecasting Specialist 

WFM Forecasting Specialist  in Maastricht

About us

We are the Mercedes-Benz Customer Assistance Centre Maastricht. Years of experience and our strong focus on customer centricity have given us the expertise to steer and develop global Customer Contact Centers (CCC) around the world. We belong to the Mercedes-Benz Global Customer Service & Parts division and collaborate closely with other departments and divisions to create the best customer journey.

With an international team of over 1000 colleagues, we work to create the ultimate customer experience not only for the drivers of our vehicles but also in support of the retail and logistics organizations.

WE CARE for customers, they are part of our DNA.

About the team

As a Forecasting Specialist, you play a vital role within the Vendor Management & Workload Planning team. You ensure that our Customer Contact Center Satellites have the right capacity in place to meet business goals and deliver an outstanding customer experience.

You will use data, business insights, and cross-functional inputs to build reliable short- and long-term forecasts. Your work directly shapes operational decisions, staffing strategies, and the achievement of CAC-wide KPIs and SLAs.

These will be your tasks and responsibilities:Analyze

• Monitor developments and trends in contact volumes, handling times, and shrinkage.
• Identify anomalies, risks, seasonality, and pattern/trend changes across languages, services, and channels and use insights to improve forecasts, related processes, data quality and documentation.ç
  
  

  Create

  • Build accurate forecasts by combining historical data, stakeholder input, and operational knowledge.
  • Generate forecasts for multiple channels (voice, email, case work, chat) across various countries, languages and services.
    
    

    Maintain & Improve

    • Maintain and continuously refine forecasting models and capacity plans (primarily in Excel).
      
      

      Advise

      • Translate forecasts into clear capacity requirements for operations, WFM, vendor partners, and support functions.
      • Present insights in an accessible, structured format tailored to each stakeholder’s needs.
      • Proactively highlight risks, operational impacts, and required actions to safeguard KPIs and service levels.
      
      

      This is what we are looking for:

      • Higher vocational or academic educational level or equivalent through experience.
      • Strong proficiency with Excel and comfortable working with large datasets.
      • Experience in data analysis, forecasting, or Workforce Management.
      • Background in Customer Service or Contact Center operations is an advantage.
      • Able to build cross-functional relationships and collaborate effectively across teams.
      • Naturally curious, analytical, and proactive—someone who seeks answers and challenges assumptions.
      • Strong communication skills; able to translate complex information into clear, concise insights for diverse audiences.
      • Fluent in English (spoken and written).
      • Ability to adapt swiftly to a diverse and ever-changing environment.
      
      

      Become part of the Mercedes-Benz CAC and experience the following benefits:

      • Multicultural, dynamic, and international work environment
      • Attractive salary range: €4370– €6240 gross for 40h/week
      • Initial training followed by a buddying program for optimal preparation
      • Individual development plan for personal & professional growth
      • 200 holiday hours (full-time) and 8% holiday allowance
      • Annual performance-based salary increases & company bonus system
      • Relocation package: travel costs covered and providing 6 weeks of accommodation (if applicable)
      • Flexible transport options: free bike, public transport, or allowance
      • Discounted collective health insurance
      • Non-contributory pension plan (fully paid by the employer)
      • Flexible hybrid work model (after onboarding)
        
        

        40 working hours

      • Discounts on gym, sports classes, restaurants & shops
      • Events organized by the company where you can connect with colleagues from all departments
        
        

        Becoming... One of Us

        Is this the right position for you? Simply upload your application documents including CV and letter of motivation (mandatory) in English via the Apply button.

        
        

        For data protection reasons, we cannot accept applications via other channels.