Manager Operations & Planning (m/f/d) | 100% Remote

About hey contact heroes

We are hey contact heroes, a customer service provider from Hamburg. With more than 500 team members, we work completely remotely and handle customer service for well-known brands in telecommunications, e-commerce, entertainment, and energy. Our office is located in the heart of Hamburg, in the center of HafenCity. However, we work from everywhere.

For our team, we are looking for a person who plans and manages our projects, ensuring that the right people are on the phone, in chat, and responding to emails at the right time.

Your tasks

• You will plan staff deployment for our customer projects based on forecasts, volume, and service goals.

• You will manage ongoing operations in real-time, identify deviations early, and react immediately.

• You will create shift schedules and coordinate them with team and project management.

• You will keep an eye on key performance indicators such as service level, availability, handling time, and utilization, and derive measures from them.

• You will further develop reporting and planning processes and contribute your own ideas for automation.

Must-haves

You have at least 2 years of experience in customer service in operations management, planning, supervision, or team leadership. Unfortunately, we cannot consider your application without this experience.

What else you bring to the table

• Proficient use of Excel or Google Sheets; experience with WFM or telephony systems is a plus

• A good feel for numbers and analytical thinking

• You work independently and in a structured manner and remain calm even with high volumes

• Very good German or English; one of these languages is sufficient

What we offer you

• 100% remote, no matter where in the world you live

• Flexible working hours

• 30 vacation days per year, after 5 years 35 days

• Varied projects for well-known brands

• Short paths, quick decisions, and real responsibility from the start

• A team that develops its own AI solutions and bots and enjoys trying new things

• Professional development opportunities to advance your skills

If you live outside of Germany, we will work with you on a freelance basis.

English speakers welcome

You don't speak German? No problem, fluent English is just as fine for this role. What matters is at least 2 years of experience in customer service in workforce management, planning, supervision or team leadership. If you live outside Germany, we work together on a freelance basis. Simply apply with your CV in English.

How to apply

Send us your CV directly via JOIN and answer the short questions in the form. We will get back to you.

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