Workforce Manager

About the role

The Workforce Manager will oversee forecasting, shift planning, and intraday management for customer service projects. This role involves optimizing planning processes, ensuring service level targets are met, and automating reporting and scheduling tools. The position requires a focus on both operational efficiency and technical development of planning systems.

Responsibilities

• Create contact volume forecasts and derive staffing requirements.
• Develop shift schedules based on availability, qualifications, and skills.
• Monitor service levels, productivity, and occupancy in real-time and perform intraday adjustments.
• Analyze WFM and performance metrics to identify and implement process improvements.
• Develop and maintain server-based planning tools and automate reporting using Google Apps Script and Google Sheets.
• Manage data imports, interfaces, and controlling tools to ensure data accuracy.

Required skills

• Workforce Management
• Forecasting
• Shift Planning
• Intraday Management
• Google Sheets
• Google Apps Script
• JavaScript
• SQL

Nice to have

• WFM Software
• Dialer systems

Qualifications

• Several years of experience in Workforce Management, ideally in a contact center or customer service environment
• Native or C1/C2 level proficiency in German

Benefits

• 100% remote work
• Full-time employment
• Professional autonomy
• Supportive team environment

About the Company

hey contact heroes is a customer service provider based in Hamburg, supporting brands such as Telefónica, 1&1, Universal Music, Check24, Hamburg Wasser, and enviaM. The company has grown steadily since 2021 and employs over 500 team members working remotely across Europe.