Manager Controlling & Planning

Remote; San Francisco (CA); Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

100% Remote

Flexible hours

30 days leave

International projects

AI & automation exposure

Professional development

Freelance collaboration

Job summary

Remote, listed on behalf of a partner company, is seeking a Manager Controlling & Planning to oversee workforce planning and operational performance across multiple customer service projects. This fully remote role requires ensuring staffing aligns with demand and service targets, using forecasts and volumes to optimize resources.

You'll monitor real-time operations, coordinate schedules with team leaders, contribute to reporting improvements, and drive automation initiatives in a diverse,

Qualifications

• 2+ years in customer service operations, specifically in workforce management or team leadership.
• Proficient in Excel or Google Sheets for data analysis and staffing planning.
• Experience with workforce management platforms is a plus.
• Strong numerical and analytical abilities with data interpretation.
• Excellent organization and independent working style.

Responsibilities

• Plan workforce allocation across service projects based on forecasts and targets.
• Monitor daily operations in real time and take corrective actions.
• Develop and maintain shift schedules with team leaders and project managers.
• Track KPIs like service levels and utilization and report findings.
• Translate performance data into actionable recommendations.
• Improve reporting systems and planning processes.
• Champion automation of recurring tasks and workflows.

Skills

Workforce planning

Forecasting

Data analysis

Stakeholder collaboration

English language

Tools

MS Excel / Google Sheets

WFM platforms

Telephony systems

Job description

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager Controlling & Planning based in India.

As a Manager Controlling & Planning, you will oversee workforce planning and operational performance across multiple customer service projects.
You will ensure that the right people are available at the right time across phone, chat, and email support channels.
Using forecasts, service volumes, and operational targets, you will develop staffing strategies and optimize resource allocation.
You will also monitor daily operations in real time, identify performance deviations, and implement corrective measures to maintain service quality.
Working closely with team leaders and project managers, you will coordinate schedules and ensure efficient workforce utilization.
Additionally, you will contribute to improving reporting systems, planning processes, and automation initiatives.
This fully remote opportunity offers significant responsibility, varied international projects, and the chance to contribute to an innovative customer service environment.

Accountabilities

In this role, you will manage workforce planning and operational performance, ensuring that staffing levels align with customer demand and service objectives. Your responsibilities will include:

• 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.

Requirements

The ideal candidate combines hands-on customer service workforce management experience with strong analytical skills and the ability to make effective decisions in a dynamic operational environment. The following qualifications are essential:

• 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.

Benefits

• 100% Remote Work: Work from anywhere in the world, regardless of your location.

• Flexible Working Hours: Benefit from flexible scheduling and greater autonomy in organizing your work.

• Generous Annual Leave: Enjoy 30 days of paid vacation per year, increasing to 35 days after five years of service.

• Varied Projects: Work across diverse customer service projects for well-known international brands.

• Real Responsibility: Take ownership of important operational processes from the beginning.

• Fast Decision-Making: Benefit from short communication channels, accessible decision-makers, and an agile working environment.

• AI and Automation Exposure: Collaborate with a team that develops its own AI solutions and bots while continuously exploring new technologies.

• Professional Development: Access learning and training opportunities to strengthen your professional skills.

• Flexible Contract Arrangements: Candidates living outside Germany will collaborate on a freelance basis.