Planning and Resource Management Specialist

Job description

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.