Planning, Reporting and Monitoring Manager

We are looking for a PRM (Planning, Reporting & Monitoring) Manager to join our Customer Support team. This is a standalone role (without direct reports) that plays a key part in ensuring efficient workforce planning and operational performance across multiple products and geographies. The PRM Manager consolidates marketing and retention plans, forecasts workload, builds capacity models, and monitors daily operations to guarantee optimal staffing and service levels.

HOW YOU WILL MAKE AN IMPACT

• Collect and consolidate historical performance data across ~20 products and multiple geographies.
• Translate Acquisition, CRM, Promo, and Retention plans into workload forecasts for Customer Support.
• Build capacity plans (by product, geo, support channel, and customer segment – VIP vs. casual) with precision down to 15-minute intervals.
• Forecast and manage staffing needs across channels (email, chat, etc.), ensuring alignment with business and marketing initiatives.
• Gather agents’ scheduling preferences through internal systems and match them with business needs.
• Develop and update bi-weekly workforce plans, schedules, and forecasts.
• Continuously monitor live workload and service levels, adjusting in real time by adding extra shifts, extending shifts, or releasing agents when demand is below forecast.
• Produce Plan vs. Actual reports (workload, staffing, SLAs) and recommend improvements.
• Support the Head of Support in hiring decisions by providing precise capacity and headcount planning.
• Deliver operational performance reports and dashboards covering quantitative KPIs of Customer Support.
• Act as a control point for operational efficiency, ensuring that business needs are met even when forecasts deviate.

WHAT WILL HELP YOU SUCCEED IN THE ROLE

• English proficiency B2 or higher (both written and spoken).
• Strong analytical mindset with the ability to interpret complex data and translate it into actionable insights.
• Advanced skills in Excel (pivot tables, formulas, data visualization) and experience with Power BI or similar BI tools.
• Proven experience in forecasting, workforce planning, or capacity management (preferably in a Customer Support or Operations environment).
• Ability to design and deliver clear reports, dashboards, and forecasts.
• Strong problem-solving skills and ability to make real-time operational decisions.
• High attention to detail and structured approach to planning and reporting.
• Self-driven, organized, and comfortable in a fast-paced, multi-product environment.

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!
• Unlimited 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.
• Co-working space reimbursement to save your nerves from always working from home :)