Operatives Controlling (m/w/d)
Core
Central interface between operations, workforce planning, and projects/processes/quality management, providing data-driven steering and decision support.
Role type
Senior IC operational controller (performance management)
Builds
Performance dashboards, management reports, and ad-hoc analyses for operational areas
Domain
Business operations / Service operations / Call center operations
Deliverable
dashboards & analysis
Required skills
Analytical thinking, Data visualization, Forecasting, KPI definition, Variance analysis, Business partnering, Stakeholder management, Excel (Power Query, Pivot), BI tools (Power BI)
Preferred skills
SQL, VBA, SAP, Workforce Management Systems
Responsibilities
Analyze telephony, transaction, and processing volumes; Define and develop operational KPIs; Create variance analyses and operational forecasts; Build and maintain performance dashboards and management reports; Identify bottlenecks and optimization potentials; Collaborate on root cause analysis and improvement measures; Prepare operational insights and decision bases for management