Manager Controlling & Planning
Core
Oversee workforce planning and operational performance across multiple customer service projects, ensuring staffing levels align with demand and service objectives.
Role type
Manager, Workforce Planning & Operations
Builds
Staffing strategies, shift schedules, and operational reports for customer service channels (phone, chat, email)
Domain
Customer Service Operations / Workforce Management
Required skills
Workforce planning, operational performance monitoring, shift scheduling, KPI analysis, data analysis, reporting system optimization, process automation
Preferred skills
WFM platforms, telephony systems, AI/automation tools
Technologies
Microsoft Excel, Google Sheets, WFM platforms, telephony systems
Responsibilities
Plan workforce allocation based on forecasts and service-level targets; Monitor daily operations and implement corrective actions; Develop and maintain employee shift schedules; Monitor KPIs (service levels, availability, handling times); Analyze operational data for actionable insights; Optimize reporting systems; Improve planning processes and automate workflows; Collaborate with stakeholders on resource allocation.
Seniority
Manager, hands-on operational leadership
