Workforce Manager (m/f/d) for Planning, Control & Automation | 100% Remote

We are hey contact heroes, a customer service provider from the heart of Hamburg, in the center of HafenCity. Since 2021, we have been supporting brands such as Telefónica, 1&1, Universal Music, Check24, Hamburg Wasser, and enviaM in serving their customers by phone, email, and chat. More than 500 team members work remotely for us across Europe, and in recent years we have grown by 8 to 10 percent each year.

For our projects, we are looking for a person who will take charge of workforce management, from forecasting and shift planning to intraday control and the automation of our planning and reporting tools. This is a full-time position, 100% remote, and can be filled from anywhere in Europe.

Responsibilities

You will create forecasts for contact volume, derive personnel requirements from them, and build demand-driven deployment and shift plans with sensible shift rotations, tailored to availability, qualifications, and skills. In daily operations, you will keep an eye on service levels, availability, productivity, and utilization, and perform intraday adjustments when necessary. You will plan personnel deployment across multiple projects and skills, including blending, and ensure adherence to shifts and compliance with planned working hours.

You will analyze our WFM and performance KPIs, compare forecasts with actual volumes, and derive concrete improvements from them.

The technical side is equally important. You will further develop our server-based planning and shift scheduling tools, adapt planning logic, capacity control, and booking processes, and automate reporting, primarily with Google Apps Script, Google Sheets, and data interfaces. You will maintain and improve our automated billing and controlling tools, manage data imports and interfaces, and ensure that the data is correct. Wherever a lot is still done manually today, you will find a way to automate it.

Qualifications

You have several years of experience in workforce management, ideally in a contact center or customer service environment, and are familiar with forecasting, shift planning, and intraday control from practical experience. KPIs such as service level, availability, AHT, utilization, and shift adherence are part of your daily work.

You are technically proficient. You have a very good command of Google Sheets, have built your own solutions with Google Apps Script or JavaScript, and are not intimidated by data interfaces, imports, and SQL. Experience with WFM software or dialer systems is a plus.

You work in a structured and reliable manner, maintain an overview even on hectic days, and coordinate well with project and team leads. You speak German at a native level or at least at a C1/C2 level.

Benefits

You will work full-time and 100% remotely, regardless of where you live in Europe. You will get a role with real influence, as your planning decisions daily contribute to how well our projects run. You will have a lot of freedom to develop our tools and processes, enjoy short communication channels and quick decisions. Additionally, you will join a supportive team and an employer that is growing.

Does this sound like you? Then apply directly here via JOIN with your CV and a few sentences about which planning, control, or automation measures you have already implemented. We will discuss everything else regarding contract and compensation together in the first interview. We look forward to hearing from you!

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