Max Biermeier

Led a team of 16 Workforce Management professionals spanning Frankfurt, Rostock, and Berlin, optimizing resource allocation and operations. Orchestrated long-term, mid-term, and short-term demand forecasting, capacity planning, scheduling, and real-time management for 700+ customer-service co-workers. Integral member of the DE CSC GmbH Management team, contributing strategic insights and shaping organizational decisions.

Managed a global team of 18 Workforce Management analysts/managers in Salt Lake City, Dublin, and Berlin. Led the WFO Solutions & Optimization team, providing system and process solutions. Successfully transitioned WFO function to a global framework, streamlining processes for enhanced value.

Managed a team of 12-15 analysts/managers across Dublin and Berlin. Championed the execution of the “EU WFM Centre of Excellence” program in Dublin, earning recognition and funding from IDA (Industrial Development Agency of Ireland).

Headed the Cork-based Workflow team, driving support for budget/operational planning, responsible for demand forecasting, capacity planning, short-term planning, scheduling and real-time management of the UK & FR customer service agent network. Prioritized achieving Service Level, productivity, outsourcing and budget targets.

Crucial member of the project team responsible for launching a new international Contact Center in Cork, managing workflow and operational processes and tools. Acted as 2nd in command within the project team. Represented Site Manager, led the Workflow department and provided support in hiring processes.

Managed capacity planning, scheduling and real-time management for the DE Customer Service agent network, overseeing up to 230 internal and 90 external partner agents. Served as point of contact for the rollout of a Skills-Based-Routing system (SBR). Successfully participated in a Greenbelt project as a core team member. Assumed the role of DE Holiday Season Project Manager (Holiday Captain) in Q4 2005.

Developed contact forecasts, devised work schedules, and managed holiday plans. Conducted ongoing workflow observation & analysis. Reviewed and analysed outputs of the headcount planning model. Created Excel/VBA based Workflow tools for enhanced efficiency and accuracy.