Remote Workforce Planning & Performance Manager

Jobgether; Ireland; Remote; EUR 90,000 - 120,000; Full time

Benefits offered by this job

Remote work

Flexible hours

30 days leave

Varied projects

Real responsibility

Fast decisions

AI automation exposure

Professional development

Freelance outside Germany

Job summary

Jobgether partner in Ireland is seeking a Manager Controlling & Planning to oversee workforce planning and performance across multiple customer service projects. This fully remote role centers on staffing strategies and real-time operational control across phone, chat, and email channels.

You will collaborate with team leaders to optimize resource allocation, monitor KPIs, and contribute to reporting and automation initiatives.

Qualifications

• 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.

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

Data analysis

Spreadsheet literacy

Telephony systems

Tools

Excel

Google Sheets

WFM platforms

Telephony systems

Job description

Jobgether partner in Ireland is seeking a Manager Controlling & Planning to oversee workforce planning and performance across multiple customer service projects. This fully remote role centers on staffing strategies and real-time operational control across phone, chat, and email channels.

You will collaborate with team leaders to optimize resource allocation, monitor KPIs, and contribute to reporting and automation initiatives.