We are looking for a Planning & Resource Management Assistant / Specialist to join our Customer Success team. In this role, you will be responsible for shift planning, resource allocation, real-time monitoring, and operational reporting. You’ll work closely with Team Leads and other stakeholders to ensure optimal team coverage and efficient resource utilization.
HOW YOU WILL MAKE AN IMPACT
Create, adjust, and publish shift schedules for projects
Optimize employee allocation based on competencies, workload, and business requirements
Process requests for shift changes, vacations, sick leaves, and replacements
Conduct real-time monitoring of agent activity (queues, adherence, workload in Livechat / helpdesk, etc.)
Monitor actual attendance and workload against planned indicators
Maintain up-to-date data in resource planning systems (Livechat / helpdesk / Excel / specialized software)
Prepare analytical reports and dashboards for management
Collect, process, and analyze operational metrics
Support process optimization and automation initiatives
Collaborate with team leads on shift coverage and staffing needs
Participate in the development and improvement of planning and resource allocation processes
Provide administrative and coordination support to the team
WHAT WILL HELP YOU SUCCEED IN THE ROLE
Higher or secondary specialized education. Previous experience in a similar role (planning, reporting, real-time monitoring) is preferred
Strong proficiency in Excel / Google Sheets (pivot tables, formulas; Power Query / Power Pivot / Google Apps Script is a plus)
Analytical mindset and ability to work with large volumes of data
High attention to detail, pedantry, and perseverance
Ability to effectively handle monotonous and cyclical tasks while maintaining concentration and attention to detail over long periods of time
Strong communication skills and ability to interact with employees at different levels
Ability to work in an environment of changing priorities, strict deadlines, and dynamic company growth
English language skills sufficient for reading work documentation and written communication (B1 minimum)
Nice-to-have requirements
1+ year of experience in resource planning, shift scheduling, or workload forecasting
Understanding of operational efficiency principles, key metrics (KPIs), and professional terminology
Experience in preparing regular management reports
WHY YOU’LL LOVE IT HERE:
Flexible working hours and a remote work setup, so you can plan work around your life and not your life around work!
Vacation days and paid sick leave—because your rest matters.
A competitive compensation that truly reflects your skills and expertise.
Employee referral bonus and gifts to celebrate your special occasions.
50% financial support for learning expenses to supercharge your professional growth!
A positive atmosphere where you always feel respected and truly belong.
Inspirational team-building activities that turn colleagues into best friends.
Wellness benefits: We’ll support your sports passions, from yoga classes to gym memberships.
