Remote Workforce Planning & Analytics Manager

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

Benefits offered by this job

100% Remote Work

Flexible Working Hours

Generous Annual Leave: 30–35 days

Varied Projects with international on‑

Job summary

Jobgether, on behalf of a Netherlands-based partner, seeks a Manager Controlling & Planning for a fully remote position overseeing workforce planning and operational performance across multiple customer service projects. You will ensure staffing aligns with forecasted demand and service targets, across phone, chat, and email channels.

Using forecasts, volumes, and targets, you will develop staffing strategies, optimize resource allocation, monitor real-time operations, and drive automation and

Qualifications

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

Responsibilities

• Plan workforce allocation across projects based on forecasts and service-level targets.
• Monitor real-time operations and implement corrective actions as needed.
• Develop and maintain shift schedules with team leaders and project managers.
• Track KPIs like service levels, availability, handling times, and utilization.
• Analyze data to translate insights into actionable improvements.
• Improve 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

WFM experience

Excel/Sheets

Analytical thinking

Organizational skills

Decision making

Language: German/English

Team coordination

Independence

Tools

WFM platforms

Telephony systems

Job description

Jobgether, on behalf of a Netherlands-based partner, seeks a Manager Controlling & Planning for a fully remote position overseeing workforce planning and operational performance across multiple customer service projects. You will ensure staffing aligns with forecasted demand and service targets, across phone, chat, and email channels.

Using forecasts, volumes, and targets, you will develop staffing strategies, optimize resource allocation, monitor real-time operations, and drive automation and