Manager Controlling & Planning

About the role

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.

What you'll do

• 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

What you need

• 2–5 yrs of experience
• Customer service
• Problem solving
• Email support
• Any graduate