Workforce Manager – Planning, Operations & Automation

hey contact heroes GmbH

. Create forecasts for contact volume and derive staffing requirements .

Posted 10/12/2026full-timeRemote • GermanyMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in workforce management, including forecasting, shift scheduling, and intraday management, while utilizing advanced tools like Google Sheets and Google Apps Script to enhance operational efficiency. Proficient in analyzing performance metrics and ensuring compliance with service levels and schedule adherence.

Highest-signal resume keywords

Workforce Management ExperienceForecasting and Shift SchedulingGoogle Sheets ProficiencyData Interface KnowledgeNative-Level German Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ForecastingShift SchedulingIntraday ManagementData AnalysisSQLGoogle Apps ScriptPerformance MetricsSchedule AdherenceCapacity ManagementAutomation

Soft Skills

Strong Coordination SkillsStructured Working StyleReliabilityOverview Maintenance

Tools & Technologies

WFM SoftwareDialer SystemsGoogle SheetsData Interfaces

Industry Keywords

Contact CenterCustomer ServiceService LevelAccessibilityAHTUtilization

Tech Stack

Tools & technologies

JavaScriptSQL

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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