Manager Controlling & Planning

📋 Description

• Plan workforce allocation across customer service projects based on forecasts, contact volumes, and
• Monitor daily operations in real time, identify deviations from planned performance, and implement
• Develop and maintain employee shift schedules, coordinating closely with team leaders and project
• Monitor key performance indicators, including service levels, availability, handling times, and
• Analyze operational data and translate performance insights into actionable recommendations.
• Develop and optimize reporting systems to improve operational visibility and decision-making.

🎯 Requirements

• At least 2 years of experience in customer service operations, specifically in workforce
• Confident user of Microsoft Excel or Google Sheets for data analysis, reporting, and workforce
• Experience with workforce management (WFM) platforms or telephony systems is considered an
• Strong numerical aptitude and analytical thinking, with the ability to interpret operational data
• Excellent organizational skills and the ability to work independently and systematically.
• Ability to remain calm, focused, and effective when managing high contact volumes and changing

🎁 Benefits

• 100% Remote Work
• Flexible Working Hours
• Generous Annual Leave (30 days, increasing to 35 after 5 years)
• Varied Projects
• Real Responsibility
• Fast Decision-Making