Manager Controlling & Planning

Jobgether; Brasil; Remoto; BRL 180.000 - 250.000; Tempo pieno

Vantaggi offerti da questo lavoro

Remote work

Flexible hours

30 days annual leave (increasing with

Descrizione del lavoro

Jobgether, a partner company, is seeking a Manager Controlling & Planning based in Brazil for a fully remote role overseeing workforce planning across customer service projects. You will forecast volumes, optimize staffing, and monitor live operations in a diverse environment.

You will drive reporting, automation initiatives, and cross-functional collaboration to ensure efficient resource utilization and service quality across international projects.

Competenze

• At least 2 years in customer service operations, workforce management, planning, supervision, or team leadership.
• Proficient with Microsoft Excel or Google Sheets for data analysis and forecasting.
• Experience with workforce management (WFM) platforms or telephony systems is a plus.
• Strong numerical aptitude and ability to interpret operational data.
• Fluency in German or English (one required; the other beneficial).

Mansioni

• Plan workforce allocation across projects based on forecasts and service targets.
• Monitor real-time operations and implement corrective actions.
• Develop shift schedules with team leaders and project managers.
• Track KPIs like service levels and workforce utilization.
• Analyze data to produce actionable recommendations.
• Improve reporting systems and automate recurring tasks.
• Collaborate with stakeholders to ensure optimal resource allocation.
• Contribute ideas to boost operational efficiency.

Conoscenze

Customer service ops

Workforce management

Data analysis

Languages: English/German

Strumenti

Excel / Sheets

WFM platforms

Descrizione del lavoro

This 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 Brazil.

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. Using forecasts, service volumes, and operational targets, you will develop staffing strategies and optimize resource allocation. 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.

Accountabilities

• 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.

• Monitor key performance indicators, including service levels, availability, handling times, and workforce utilization.

• 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.

Requirements

• 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.

• Excellent organizational skills and the ability to work independently and systematically.

• Ability to remain calm, focused, and effective when managing high contact volumes and changing operational priorities.

• Strong problem-solving and decision-making abilities, particularly when responding to real-time operational challenges.

• Very good command of either German or English. Fluency in at least one of these languages is required; both are not necessary.

• 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.

• Real Responsibility: Take ownership of important operational processes from the beginning.

• Fast Decision-Making: Benefit 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.

We appreciate your interest and wish you the best!