Customer Excellence Planning Manager Lisboa

Customer Excellence Planning Manager
Lisboa
Lisboa, Lisboa, Portugal

Customer Excellence Planning Manager, Lisbon

Client:

Emma

Location:

Lisbon, Portugal

Job Category:

Other

EU work permit required:

Yes

Job Reference:

-

Job Views:

1

Posted:

24. 05. 2025

Job Description:

Ready to lead, disrupt and reinvent the sleep industry? We are Emma – The Sleep Company. Founded in 2015, we’ve become the world’s largest D2C sleep brand, available in over 35 countries with more than 25 stores across Europe. Recommended by leading consumer associations in EMEA, APAC, and the Americas, we develop the best sleep comfort products that empower our customers to awaken their best every day. At Emma, we are a community of smart, driven people, united by a strong culture of collaboration, teamwork, and knowledge sharing. We think big, take ownership, and are empowered to drive meaningful impact. Through
- on experience, mentorship, and continuous learning, we drive our own growth and learning. With Emmies from over 60 nationalities and offices across multiple regions, our diverse perspectives enrich our workplace culture. Ready to shape the future of sleep with us? Let’s make it happen!

What you will do:

1. Calculate and forecast staffing requirements to ensure accurate capacity planning, with a focus on improving forecast accuracy based on historical data and projected volumes.
2. Develop and manage both
   - term and
   -
   - day staffing strategies, creating and optimizing staff schedules to ensure consistent coverage while maintaining adherence to key service level agreements (SLAs).
3. Monitor and analyze critical performance metrics, including Forecast Accuracy, BPO Cost, and Performance SLAs, alongside operational KPIs like AHT, CPH, and occupancy rates, to identify trends and drive continuous improvement.
4. Generate regular and comprehensive reports on staffing levels, performance metrics, and cost efficiencies, providing insights to support both tactical decisions and
   - term strategic planning.
5. Collaborate closely with team leads, managers, and external stakeholders to align staffing strategies with broader business goals and customer service objectives, ensuring effective execution and alignment across the organization.
6. Identify opportunities for process improvements and implement strategies that enhance both operational efficiency and
   - term effectiveness, driving continuous improvement initiatives that support the company’s strategic goals.

Who we're looking for:

• You have proven experience in capacity planning, workforce management, or a similar role within a contact center environment.
• You possess strong analytical skills and proficiency in data analysis tools and software.
• You have excellent communication and interpersonal skills.
• You are capable of working independently as well as part of a team.
• You are
  - oriented with strong organizational skills.

What we offer:

• Discounts on our
  - notch products.
• Health insurance including dentist.
• 24 days holidays/year +1 day/year at Emma (máx. 29 days).
• Pet-friendly environment, where you can bring your furry desk buddy.
• The opportunity to collaborate with multinational teams.
• Exciting events that aren't just
  - building exercises but opportunities to create epic memories.
• All the tools you need to grow and ownership from the beginning.

Become an Emmie

Emma is transforming the world of sleep - and we want the
- performing people to help us pull it off. We want you. But only if you're willing to go all in. Only if you're willing to question, disrupt, innovate, and create from the ground up. We proudly celebrate diversity. We are an
- opportunity employer committed to promoting inclusion in our workplace. We consider all qualified applicants for employment without regard to race, ethnic origin, religion or belief, gender, gender identity or expression, sexual orientation, national origin, disability, or age. Our aim is to get back to you in a couple of days, however, we are currently receiving a large number of applications and this might lead to a delay in the process. We will get back to you as soon as possible!

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