Remote Workforce Planning & Performance Manager

Jobgether; France; Remote; EUR 60,000 - 90,000; Full time

Benefits offered by this job

Remote work

Flexible hours

30 days leave (35 days after 5 years)

AI projects exposure

Professional development

Freelance arrangements outside Germany

Job summary

Jobgether is seeking a Manager Controlling & Planning based in France for a fully remote position. You will oversee workforce planning across multiple customer service projects, ensuring right people are available at the right times across phone, chat, and email support channels.

You will forecast service volumes, optimize resource allocation, monitor real-time operations, and drive improvements in reporting and automation.

Qualifications

• At least 2 years of experience in customer service operations, specifically in workforce management, planning, supervision, or team leadership.

Responsibilities

• 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.

Skills

Workforce management

Team leadership

Data analysis

Excel

Tools

Excel

Google Sheets

WFM platforms

Job description

Jobgether is seeking a Manager Controlling & Planning based in France for a fully remote position. You will oversee workforce planning across multiple customer service projects, ensuring right people are available at the right times across phone, chat, and email support channels.

You will forecast service volumes, optimize resource allocation, monitor real-time operations, and drive improvements in reporting and automation.