Remote Workforce Planning & Performance Manager

Jobgether; México; Remote; MXN 1,125,000 - 1,688,000; Full time

Benefits offered by this job

100% Remote Work

Flexible Working Hours

Generous Annual Leave: 30 days, 35+

Job summary

Jobgether, acting on behalf of a partner company, seeks a Manager Controlling & Planning based in Mexico to oversee workforce planning across multiple customer service projects. The role ensures staffing aligns with demand and service objectives while monitoring real-time performance and driving improvements.

You will collaborate with team leaders and project managers to optimize resource allocation, develop staffing strategies, and advance reporting and automation initiatives in a fully remote,

Qualifications

• 2+ years in customer service operations, workforce management, planning or team leadership.
• Proficient in Excel or Google Sheets for data analysis and reporting.
• Experience with WFM platforms or telephony systems is a plus.
• Strong numerical and analytical thinking with ability to identify trends.
• Excellent organizational and independent work style.
• Fluency in German or English is required.

Responsibilities

• Plan workforce allocation across projects based on forecasts and service targets.
• Monitor daily operations in real time and implement corrective actions.
• Develop and maintain employee shift schedules with team leaders and project managers.
• Track KPIs such as service levels, availability, handling times, and utilization.
• Analyze data to translate insights into actionable recommendations.
• Improve reporting systems for better visibility and decision making.
• Identify opportunities to automate recurring tasks and workflows.
• Collaborate with stakeholders to ensure effective resource allocation.

Skills

Customer service operations

Workforce management

Analytical skills

Excel/Sheets

Communication

German/English

Tools

WFM platforms

Telephony systems

Job description

Jobgether, acting on behalf of a partner company, seeks a Manager Controlling & Planning based in Mexico to oversee workforce planning across multiple customer service projects. The role ensures staffing aligns with demand and service objectives while monitoring real-time performance and driving improvements.

You will collaborate with team leaders and project managers to optimize resource allocation, develop staffing strategies, and advance reporting and automation initiatives in a fully remote,