Manager, Workforce Planning & Operations
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Job Description
Workforce planning manager optimizing staffing, schedules, and real-time operations for a global customer-service provider. Monitoring service metrics and advancing reporting and automation.
Responsibilities:
- Plan staffing for customer projects based on forecasts, volumes, and service targets
- Manage ongoing operations in real time, identify deviations early, and respond immediately
- Create shift schedules and coordinate them with team and project leads
- Monitor metrics such as service level, accessibility, handling time, and utilization, and derive appropriate actions
- Further develop reporting and planning processes
- Contribute your own ideas for automation
Requirements:
- At least 2 years of customer service experience in operations management, workforce planning, supervision, or team leadership
- Proficiency with Excel or Google Sheets
- Experience with WFM or telephony systems is a plus
- Strong numerical aptitude and analytical thinking
- Self-motivated and organized, with the ability to remain calm during periods of high volume
- Very good German or English; proficiency in one of the two languages is sufficient
- English speakers are welcome
- Outside Germany: collaboration on a freelance basis
- Applications may be submitted in English
Benefits:
- 100% remote, regardless of where you live in the world
- Flexible working hours
- 30 vacation days per year, increasing to 35 days after 5 years
- Diverse projects for well-known brands
- Short communication channels, fast decision-making, and genuine responsibility from day one
- A team that develops its own AI solutions and bots and enjoys trying new things
- Professional development opportunities to support your continued growth
- Permanent employment contract
- 40 hours per week
- If you live outside Germany, we will work with you on a freelance basis
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