Workforce Manager – Planning, Operations & Automation

🔥 3 minutes ago

🇩🇪 Germany – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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hey contact heroes GmbH

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2021

🤝 B2B

👥 B2C

👥 HR Tech

B2B • B2C • HR Tech

hey contact heroes GmbH is a company focused on providing exceptional customer service with a flexible work environment that allows employees to work from any location within Germany. They emphasize diversity and inclusion, support employee development through various career stages, and offer profit-sharing incentives. The company is known for its commitment to equal opportunities and employee satisfaction, fostering a collaborative and innovative workplace culture.

📋 Description

• Create forecasts for contact volume and derive staffing requirements • Create demand-based staffing and shift schedules with effective shift rotations • Coordinate planning based on availability, qualifications, and skills • Monitor service level, accessibility, productivity, and utilization in daily operations • Carry out intraday management as needed • Plan staffing across multiple projects and skill sets, including blending • Monitor schedule adherence and compliance with planned working hours • Analyze WFM and performance metrics and compare forecasts with actual volume • Derive improvement measures from the analyses • Further develop server-side planning and shift-scheduling tools • Adapt planning logic, capacity management, and booking processes • Automate reporting using Google Apps Script, Google Sheets, and data interfaces • Maintain and improve automated payroll and controlling tools • Manage data imports and interfaces and ensure data quality • Identify and automate manual processes

🎯 Requirements

• Several years of experience in workforce management, ideally in a contact center or customer service environment • Practical experience with forecasting, shift scheduling, and intraday management • Knowledge of service level, accessibility, AHT, utilization, and schedule adherence • Advanced knowledge of Google Sheets • Experience with Google Apps Script or JavaScript and developing custom solutions • Knowledge of data interfaces, imports, and SQL • Experience with WFM software or dialer systems is a plus • Structured and reliable working style • Ability to maintain an overview even on busy days • Strong coordination skills when working with project and team leads • Native-level German proficiency or at least C1/C2 level

🏖️ Benefits

• 100% remote work from anywhere in Europe • Full-time permanent employment contract • Role with real influence over project performance • Freedom to further develop tools and processes • Short decision-making paths and fast decisions • Supportive team • Growing employer