Manager, Workforce Planning & Operations

hey contact heroes GmbH

. Plan staffing for customer projects based on forecasts, volumes, and service targets .

Posted 11/3/2026full-timeRemote • GermanyJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in workforce planning and operations management, with a strong focus on staffing, scheduling, and performance metrics. Proficient in data analysis and reporting processes to enhance operational efficiency.

Highest-signal resume keywords

Workforce ManagementOperations ManagementExcel ProficiencyNumerical AptitudeBilingual Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Workforce PlanningOperations ManagementData AnalysisReporting ProcessesSchedulingPerformance Metrics MonitoringAutomation Ideas Development

Soft Skills

Self-MotivatedOrganizedCalm Under Pressure

Tools & Technologies

ExcelGoogle SheetsTelephony Systems

Industry Keywords

Customer ServiceTeam LeadershipSupervisionService LevelAccessibilityHandling TimeUtilization

About the role

Key responsibilities & impact

Plan staffing for customer projects based on forecasts, volumes, and service targets
Manage ongoing operations in real time, identify deviations early, and respond immediately
Create shift schedules and coordinate them with team and project leads
Monitor metrics such as service level, accessibility, handling time, and utilization, and derive appropriate actions
Further develop reporting and planning processes
Contribute your own ideas for automation

Requirements

What you’ll need

At least 2 years of customer service experience in operations management, workforce planning, supervision, or team leadership
Proficiency with Excel or Google Sheets
Experience with WFM or telephony systems is a plus
Strong numerical aptitude and analytical thinking
Self-motivated and organized, with the ability to remain calm during periods of high volume
Very good German or English; proficiency in one of the two languages is sufficient
English speakers are welcome
Outside Germany: collaboration on a freelance basis
Applications may be submitted in English

Benefits

Comp & perks

100% remote, regardless of where you live in the world
Flexible working hours
30 vacation days per year, increasing to 35 days after 5 years
Diverse projects for well-known brands
Short communication channels, fast decision-making, and genuine responsibility from day one
A team that develops its own AI solutions and bots and enjoys trying new things
Professional development opportunities to support your continued growth
Permanent employment contract
40 hours per week
If you live outside Germany, we will work with you on a freelance basis