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: Work from anywhere in the world, regardless of your location.
• Flexible Working Hours: Benefit from flexible scheduling and greater autonomy in organizing your
• Generous Annual Leave: Enjoy 30 days of paid vacation per year, increasing to 35 days after five
• Varied Projects: Work across diverse customer service projects for well-known international brands.
• Real Responsibility: Take ownership of important operational processes from the beginning.
• Fast Decision-Making: Benefit from short communication channels, accessible decision-makers, and an