It takes a special kind of workplace to make the world’s style more sustainable, and fashion more inclusive. A place where unique talents from all over the world come together to form a diverse and dedicated team. A culture of creativity, collaboration & growth. At H&M we welcome you to be yourself and challenge you to grow!  

At Customer Service (CS), we contribute to H&M Groups vision and growth by making our customers lives easier, providing our customers with exceptional guidance and inspiration, whenever and wherever they connect with us. We serve customers to all brands within H&M Group, through their full shopping journey's. The organization includes around 3500 colleagues globally and 17 established CS centers around the world, so far. We are on an exciting journey to meet and exceed our customers' expectations - today, tomorrow and in the future.

As a Global Real Time Analyst you are responsible for strategic real time traffic control for our inhouse Service Centers and outsourced operation.   

You communicate the real time strategy for the markets to appropriate stakeholders, including identified risks and best actions to mitigate impact. 

You monitor the service performance at interval level, volume vs forecast, SLA as well as the overall adherence, variations in AHT, absenteeism and any other real time events that contribute or impact negatively on our ability to meet our service targets.  

Provide visibility and reports on SLA and other KPIs related to intraday performance such as adherence, shrinkages, schedule coverage, AHT and contact volumes.  

You analyze the service performance and key metrics on an interval level and provide input to forecasting and planning. 

Lead weekly real time strategy meetings and participate in Daily Stand Ups with Operations teams. 

You communicate complex topics and data in an easy-to-understand way. 

You escalate through appropriate channels and communicate decisions in a timely and structured way. 

You proactively make the business aware of future challenges and opportunities.  

Continuously, you own and strive to develop and improve the WFM working routines and the department success. 

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

• Analytical mindset with structure, accuracy, and precision in your work 

• High integrity where you need to stand up for the decisions you take 

• Great coordinating skills and proactivity  

• Creativity in finding new solutions and better ways of working 

• Entrepreneurial and goal driven   

• Good at simplifying figures and communicating findings to the Business 

• Used to work in fast paced environment and make quick decisions.  

Your experience & skills  

• Formal higher education (or equivalent work experience in the field of real-traffic management)  

• Formal training within COPC standards and or solid knowledge of WFM methodology meriting. 

• Great collaboration skills with experience from international organizations 

• Proficient in Microsoft Office, including advanced level in Excel 

• Experience working with Automatic Contact Distribution technology and WFM Software 

• Professional and effective interpersonal and communication abilities 

• Fluent in English, both spoken and written. 

• Comfortable in working in rotating shifts (mornings – evenings)

Apply through our career site with CV and Cover Letter by the latest of March the 3rd. 
The position is full time, hybrid (office/home) working and based in our centre in Maastricht. Some travel might be required for this position. No relocation package is available and requirement to have the legal right to work in the location will be applied.
If you have any questions regarding this position please contact, Global WFM Group Leader [email protected] or Iñaki Moya, Global HR Generalist [email protected]

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