Manager Controlling & Planning
pbThis position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager Controlling Planning based in Italy. /b /p pAs a Manager Controlling Planning, you will oversee workforce planning and operational performance across multiple customer service projects.br/You will ensure that the right people are available at the right time across phone, chat, and email support channels.br/Using forecasts, service volumes, and operational targets, you will develop staffing strategies and optimize resource allocation.br/You will also monitor daily operations in real time, identify performance deviations, and implement corrective measures to maintain service quality.br/Working closely with team leaders and project managers, you will coordinate schedules and ensure efficient workforce utilization.br/Additionally, you will contribute to improving reporting systems, planning processes, and automation initiatives.br/This fully remote opportunity offers significant responsibility, varied international projects, and the chance to contribute to an innovative customer service environment. /p h3Accountabilities /h3 pIn this role, you will manage workforce planning and operational performance, ensuring that staffing levels align with customer demand and service objectives. Your responsibilities will include: /p ul lipPlan workforce allocation across customer service projects based on forecasts, contact volumes, and service-level targets. /p /li lipMonitor daily operations in real time, identify deviations from planned performance, and implement immediate corrective actions. /p /li lipDevelop and maintain employee shift schedules, coordinating closely with team leaders and project managers. /p /li lipMonitor key performance indicators, including service levels, availability, handling times,
and workforce utilization. /p /li lipAnalyze operational data and translate performance insights into actionable recommendations. /p /li lipDevelop and optimize reporting systems to improve operational visibility and decision-making. /p /li lipContinuously improve workforce planning processes and identify opportunities to automate recurring tasks and workflows. /p /li lipCollaborate with internal stakeholders to ensure effective resource allocation and smooth day-to-day operations. /p /li lipContribute ideas and initiatives that enhance operational efficiency and overall customer service performance. /p /li /ul h3Requirements /h3 pThe 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. The following qualifications are essential: /p ul lipAt least 2 years of experience in customer service operations, specifically in workforce management, planning, supervision, or team leadership. bThis experience is mandatory. /b /p /li lipConfident user of Microsoft Excel or Google Sheets for data analysis, reporting, and workforce planning. /p /li lipExperience with workforce management (WFM) platforms or telephony systems is considered an advantage. /p /li lipStrong numerical aptitude and analytical thinking, with the ability to interpret operational data and identify trends.
/p /li lipExcellent organizational skills and the ability to work independently and systematically. /p /li lipAbility to remain calm, focused, and effective when managing high contact volumes and changing operational priorities. /p /li lipStrong problem-solving and decision-making abilities, particularly when responding to real-time operational challenges. /p /li lipVery good command of either German or English. Fluency in at least one of these languages is required; both are not necessary. /p /li lipStrong communication and collaboration skills to coordinate effectively with team leaders and project stakeholders. /p /li /ul h3Benefits /h3 ul lipb100% Remote Work: /b Work from anywhere in the world, regardless of your location. /p /li lipbFlexible Working Hours: /b Agevolazioni from flexible scheduling and greater autonomy in organizing your work. /p /li lipbGenerous Annual Leave: /b Enjoy 30 days of paid vacation per year, increasing to 35 days after five years of service. /p /li lipbVaried Projects: /b Work across diverse customer service projects for well-known international brands. /p /li lipbReal Responsibility: /b Take ownership of important operational processes from the beginning. /p /li lipbFast Decision-Making: /b Benefit from short communication channels, accessible decision-makers, and an agile working environment. /p /li lipbAI and Automation Exposure: /b Collaborate with a team that develops its own AI solutions and bots while continuously exploring new technologies. /p /li lipbProfessional Development: /b Access learning and training opportunities to strengthen your professional skills. /p /li lipbFlexible Contract Arrangements: /b Candidates living outside Germany will collaborate on a freelance basis. /p /li /ul #J-18808-Ljbffr
and workforce utilization. /p /li lipAnalyze operational data and translate performance insights into actionable recommendations. /p /li lipDevelop and optimize reporting systems to improve operational visibility and decision-making. /p /li lipContinuously improve workforce planning processes and identify opportunities to automate recurring tasks and workflows. /p /li lipCollaborate with internal stakeholders to ensure effective resource allocation and smooth day-to-day operations. /p /li lipContribute ideas and initiatives that enhance operational efficiency and overall customer service performance. /p /li /ul h3Requirements /h3 pThe 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. The following qualifications are essential: /p ul lipAt least 2 years of experience in customer service operations, specifically in workforce management, planning, supervision, or team leadership. bThis experience is mandatory. /b /p /li lipConfident user of Microsoft Excel or Google Sheets for data analysis, reporting, and workforce planning. /p /li lipExperience with workforce management (WFM) platforms or telephony systems is considered an advantage. /p /li lipStrong numerical aptitude and analytical thinking, with the ability to interpret operational data and identify trends.
/p /li lipExcellent organizational skills and the ability to work independently and systematically. /p /li lipAbility to remain calm, focused, and effective when managing high contact volumes and changing operational priorities. /p /li lipStrong problem-solving and decision-making abilities, particularly when responding to real-time operational challenges. /p /li lipVery good command of either German or English. Fluency in at least one of these languages is required; both are not necessary. /p /li lipStrong communication and collaboration skills to coordinate effectively with team leaders and project stakeholders. /p /li /ul h3Benefits /h3 ul lipb100% Remote Work: /b Work from anywhere in the world, regardless of your location. /p /li lipbFlexible Working Hours: /b Agevolazioni from flexible scheduling and greater autonomy in organizing your work. /p /li lipbGenerous Annual Leave: /b Enjoy 30 days of paid vacation per year, increasing to 35 days after five years of service. /p /li lipbVaried Projects: /b Work across diverse customer service projects for well-known international brands. /p /li lipbReal Responsibility: /b Take ownership of important operational processes from the beginning. /p /li lipbFast Decision-Making: /b Benefit from short communication channels, accessible decision-makers, and an agile working environment. /p /li lipbAI and Automation Exposure: /b Collaborate with a team that develops its own AI solutions and bots while continuously exploring new technologies. /p /li lipbProfessional Development: /b Access learning and training opportunities to strengthen your professional skills. /p /li lipbFlexible Contract Arrangements: /b Candidates living outside Germany will collaborate on a freelance basis. /p /li /ul #J-18808-Ljbffr