Remote Workforce Planning and Operations Manager

Jobgether; Portugal; Remote; EUR 55,000 - 75,000; Full time

Benefits offered by this job

100% Remote Work

Flexible Working Hours

Generous Annual Leave (30 days, 35+)

Varied Projects

Real Responsibility

Fast Decision-Making

AI and Automation Exposure

Professional Development

Freelance arrangements for outside-GER

Job summary

Jobgether is seeking a Manager Controlling & Planning, fully remote from Portugal, to oversee workforce planning and operational performance across customer service projects. You will forecast demand, allocate staff, monitor real-time performance, and coordinate schedules with team leaders and project managers.

Ideal candidates have at least 2 years in customer service operations with strong analytics, Excel proficiency, and experience with WFM or telephony systems.

Qualifications

• At least 2 years in customer service operations, workforce management, supervision, or team leadership.
• Proficiency in Excel or Google Sheets for data analysis and planning.
• Experience with workforce management platforms or telephony systems is a plus.
• Fluency in German or English; both not required.
• Strong organizational and decision-making abilities under pressure.

Responsibilities

• Plan workforce allocation across projects based on forecasts, volumes, and service targets.
• Monitor daily operations in real time and implement corrective actions.
• Develop and maintain employee shift schedules with team leads and project managers.
• Track KPIs such as service levels, availability, handling times, and utilization.
• Analyze data and translate insights into actionable recommendations.
• Improve reporting systems to enhance visibility and decision-making.
• Identify opportunities to automate recurring tasks and workflows.
• Collaborate with stakeholders to allocate resources and ensure smooth operations.
• Contribute ideas to improve efficiency and overall customer service performance.

Skills

Excel/Sheets

WFM systems

Analytical thinking

Staffing planning

Project coordination

German or English

Communication skills

Tools

Telephony systems

WFM platforms

Job description

Jobgether is seeking a Manager Controlling & Planning, fully remote from Portugal, to oversee workforce planning and operational performance across customer service projects. You will forecast demand, allocate staff, monitor real-time performance, and coordinate schedules with team leaders and project managers.

Ideal candidates have at least 2 years in customer service operations with strong analytics, Excel proficiency, and experience with WFM or telephony systems.