Manager Controlling & Planning
Core
Oversee workforce planning and operational performance across multiple customer service projects to ensure staffing aligns with demand.
Role type
Manager, Customer Service Workforce Planning
Builds
Staffing strategies and optimized resource allocation for phone, chat, and email support channels
Domain
Customer Service Operations
Required skills
Workforce planning, operational performance monitoring, shift scheduling, KPI analysis, reporting system optimization, process automation, stakeholder coordination
Preferred skills
WFM platforms, telephony systems, data analysis tools
Technologies
Microsoft Excel, Google Sheets
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 including service levels and utilization; Analyze operational data for actionable recommendations; Optimize reporting systems and automate workflows
Seniority
Manager, hands-on IC
