Manager Controlling & Planning

Jobgether; Canada; Remote; CAD 90,000 - 130,000; Full time

Benefits offered by this job

100% Remote Work

Flexible Working Hours

30 days paid vacation + 5 year upgrade

Job summary

Jobgether is seeking a Manager Controlling & Planning for a fully remote role based in Canada. You will oversee workforce planning and operational performance across multiple customer service projects, ensuring staffing aligns with demand and service objectives.

Utilize forecasts and service volumes to optimize resource allocation, monitor real-time operations, and drive continuous improvement in reporting and automation.

Qualifications

• At least 2 years of experience in customer service operations, specifically in workforce management, planning, supervision, or team leadership.
• Proficient in Microsoft Excel or Google Sheets for data analysis, reporting, and workforce planning.
• Experience with workforce management (WFM) platforms or telephony systems is a plus.
• Strong numerical aptitude and analytical thinking for interpreting operational data.
• Excellent organizational skills and ability to work independently.
• Ability to stay calm under high contact volumes and shifting priorities.
• Strong problem-solving and decision-making abilities in real-time operations.
• Fluent in either German or English; fluency in at least one language required.

Responsibilities

• Plan workforce allocation across customer service projects based on forecasts and service-level targets.
• Monitor daily operations in real time, identify deviations, and implement corrective actions.
• Develop and maintain employee shift schedules with team leaders and project managers.
• Monitor KPIs like service levels, availability, handling times, and utilization.
• Analyze operational data and translate insights into actionable recommendations.
• Develop and optimize reporting systems for better visibility and decision-making.
• Automate recurring tasks and workflows to improve efficiency.
• Collaborate with stakeholders to ensure resource allocation and smooth operations.
• Contribute ideas to enhance operational performance.

Job description

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 Canada.

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

In 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:

• 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

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. The following qualifications are essential:

• 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.