Workforce Manager – Planning, Operations & Automation

• 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

• 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

• 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