Planning and Resource Management Specialist

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.