Remote Manager, Workforce Planning & Performance

Jobgether; Italia; Remote; EUR 70,000 - 100,000; Full time

Benefits offered by this job

Remote work

Flexible hours

Annual leave 30 days (35 days after 5y

Diverse projects

Fast decision-making

Job summary

Jobgether, acting on behalf of a partner company, seeks a Manager Controlling & Planning based in Italy. You will oversee workforce planning across customer service projects, ensuring staffing aligns with demand and service targets in a fully remote setup.

You will forecast volumes, monitor real time performance, and coordinate schedules with team leaders and project managers, driving efficiency and automation in reporting and processes.

Qualifications

• 2+ years in customer service operations, specifically workforce management, planning, supervision, or team leadership.
• Proficient in Microsoft Excel or Google Sheets for data analysis and reporting.
• Experience with WFM platforms or telephony systems is a plus.
• Strong numerical aptitude and ability to interpret data trends.
• Excellent organizational skills and ability to work independently.

Responsibilities

• Plan workforce allocation across customer service projects using forecasts, volumes, and SL targets.
• Monitor daily operations in real time and implement corrective actions.
• Develop and maintain shift schedules in collaboration with team leaders and project managers.
• Monitor KPIs like service levels, availability, handling times, and utilization.
• Analyze data and translate insights into actionable recommendations.
• Develop and optimize reporting systems for better visibility and decision making.
• Identify opportunities to automate recurring tasks and workflows.
• Collaborate with stakeholders to ensure efficient resource allocation.

Skills

Excel/Sheets

WFM experience

Analytical thinking

Communication

Leadership

Tools

WFM platforms

Job description

Jobgether, acting on behalf of a partner company, seeks a Manager Controlling & Planning based in Italy. You will oversee workforce planning across customer service projects, ensuring staffing aligns with demand and service targets in a fully remote setup.

You will forecast volumes, monitor real time performance, and coordinate schedules with team leaders and project managers, driving efficiency and automation in reporting and processes.