Project Manager and Planning
Our partner is looking for a Manager Controlling & Planning based in Italy.
As a Manager Controlling & Planning, you will oversee workforce planning and operational performance across multiple customer service projects.
You will ensure that the right people are available at the right time across phone, chat, and email support channels.
You will also monitor daily operations in real time, identify performance deviations, and implement corrective measures to maintain service quality.
Working closely with team leaders and project managers, you will coordinate schedules and ensure efficient workforce utilization.
Additionally, you will contribute to improving reporting systems, planning processes, and automation initiatives.
This fully remote opportunity offers significant responsibility, varied international projects, and the chance to contribute to an innovative customer service environment.
In this role, you will manage workforce planning and operational performance, ensuring that staffing levels align with customer demand and service objectives. Plan workforce allocation across customer service projects based on forecasts, contact volumes, and service-level targets.
Monitor daily operations in real time, identify deviations from planned performance, and implement immediate corrective actions.
Develop and maintain employee shift schedules, coordinating closely with team leaders and project managers.
Analyze operational data and translate performance insights into actionable recommendations.
Develop and optimize reporting systems to improve operational visibility and decision-making.
Continuously improve workforce planning processes and identify opportunities to automate recurring tasks and workflows.
Collaborate with internal stakeholders to ensure effective resource allocation and smooth day-to-day operations.
Contribute ideas and initiatives that enhance operational efficiency and overall customer service performance.
The ideal candidate combines hands-on customer service workforce management experience with strong analytical skills and the ability to make effective decisions in a dynamic operational environment. At least 2 years of experience in customer service operations, specifically in workforce management, planning, supervision, or team leadership. This experience is mandatory.
Confident user of Microsoft Excel or Google Sheets for data analysis, reporting, and workforce planning.
Experience with workforce management (WFM) platforms or telephony systems is considered an advantage.
Strong numerical aptitude and analytical thinking, with the ability to interpret operational data and identify trends.
Very good command of either German or English. Fluency in at least one of these languages is required; Strong communication and collaboration skills to coordinate effectively with team leaders and project stakeholders.
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 work.
- Generous Annual Leave: Enjoy 30 days of paid vacation per year, increasing to 35 days after five years of service.
- Varied Projects: Work across diverse customer service projects for well-known international brands.
- Fast Decision-Making: Vantaggi from short communication channels, accessible decision-makers, and an agile working environment.
- AI and Automation Exposure: Collaborate with a team that develops its own AI solutions and bots while continuously exploring new technologies.
- Professional Development: Access learning and training opportunities to strengthen your professional skills.
- Flexible Contract Arrangements: Candidates living outside Germany will collaborate on a freelance basis.
#
As a Manager Controlling & Planning, you will oversee workforce planning and operational performance across multiple customer service projects.
You will ensure that the right people are available at the right time across phone, chat, and email support channels.
You will also monitor daily operations in real time, identify performance deviations, and implement corrective measures to maintain service quality.
Working closely with team leaders and project managers, you will coordinate schedules and ensure efficient workforce utilization.
Additionally, you will contribute to improving reporting systems, planning processes, and automation initiatives.
This fully remote opportunity offers significant responsibility, varied international projects, and the chance to contribute to an innovative customer service environment.
In this role, you will manage workforce planning and operational performance, ensuring that staffing levels align with customer demand and service objectives. Plan workforce allocation across customer service projects based on forecasts, contact volumes, and service-level targets.
Monitor daily operations in real time, identify deviations from planned performance, and implement immediate corrective actions.
Develop and maintain employee shift schedules, coordinating closely with team leaders and project managers.
Analyze operational data and translate performance insights into actionable recommendations.
Develop and optimize reporting systems to improve operational visibility and decision-making.
Continuously improve workforce planning processes and identify opportunities to automate recurring tasks and workflows.
Collaborate with internal stakeholders to ensure effective resource allocation and smooth day-to-day operations.
Contribute ideas and initiatives that enhance operational efficiency and overall customer service performance.
The ideal candidate combines hands-on customer service workforce management experience with strong analytical skills and the ability to make effective decisions in a dynamic operational environment. At least 2 years of experience in customer service operations, specifically in workforce management, planning, supervision, or team leadership. This experience is mandatory.
Confident user of Microsoft Excel or Google Sheets for data analysis, reporting, and workforce planning.
Experience with workforce management (WFM) platforms or telephony systems is considered an advantage.
Strong numerical aptitude and analytical thinking, with the ability to interpret operational data and identify trends.
Very good command of either German or English. Fluency in at least one of these languages is required; Strong communication and collaboration skills to coordinate effectively with team leaders and project stakeholders.
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 work.
- Generous Annual Leave: Enjoy 30 days of paid vacation per year, increasing to 35 days after five years of service.
- Varied Projects: Work across diverse customer service projects for well-known international brands.
- Fast Decision-Making: Vantaggi from short communication channels, accessible decision-makers, and an agile working environment.
- AI and Automation Exposure: Collaborate with a team that develops its own AI solutions and bots while continuously exploring new technologies.
- Professional Development: Access learning and training opportunities to strengthen your professional skills.
- Flexible Contract Arrangements: Candidates living outside Germany will collaborate on a freelance basis.
#