Spanish Scheduler - Lisbon or Porto, Portugal

Foundever

Remoto

Come and work with us.

We are looking for a talented and accomplished Spanish Scheduler to be responsible for ensuring optimal resource allocation across all campaigns and sites. The role focuses on efficient schedule planning, monitoring, and adjustments to guarantee sufficient coverage at all times while meeting contractual service levels and KPIs.

As a Scheduler, Your Daily Responsibilities Will Include

To maximize efficient utilization of resources for schedules that have been released in the most cost effective way i.e. holidays, voluntary time-offs, break planning, Workforce
Management Tool optimization, proactively ensuring sufficient coverage at all times to deliver contractual requirements consistently
To ensure that all exceptions and future changes are logged in the Work Force Management tool in a timely fashion, if possible before the event and appropriate adjustments are made to ensure minimum impact on consistent delivery of service level
To understand key metrics and financial drivers for all contracts and to use this knowledge to drive performance improvements
Complete new hire, leavers & internal transfer processes including contacting HR & updating WFM system(s) in a timely manner
Tracking Training batches and learning curve for New Hires including proficiencies
WFM schedule optimization
Maintain agent & campaign annual leave and update the WFM system with regular audits, ensuring that leave is spread suitable across the year
Regular Schedule Adherence reporting for Operations
Work in close conjunction with RTAs to ensure agent adherence & productivity is controlled & action taken where appropriate
To monitor all non-call handling activities to ensure efficient use of resources and consistent achievement of service level across all activities
Work as part of a virtual WFM team, assisting other sites when appropriate, especially in cross site campaigns where one site will need to take a lead role
Perform other responsibilities as required and assigned

To succeed in the role, you will need to have:

Native or proficient level of Spanish - mandatory
Advanced level of English
Strong computer skills that include proficiency in MS Office suite, particularly Excel
Advance knowledge of scheduling tools like Blue Pumpkin, IEX, eWFM etc
Generate best suitable work patterns and shift activities
Generate schedules and track scheduling efficiency
Must be able to communicate clearly and effectively with all levels within the organization
Knowledge of various Call Center Reporting Systems would be a plus
Must hold EU citizenship or a valid work permit for Portugal
Be a local candidate or willing to relocate to Lisbon or Porto, Portugal (work on site)

Education And Experience

Ideally higher or university education with a technical background (mathematical or statistical course desirable)
Previous call center experience required
Previous Work Force Management experience is considered an asset

Benefits.

Competitive wages
Paid professional training
Employee discounts
Private healthcare & dental insurance (after six months of employment)
Growth opportunities through various development programs
Fun and engaging company-wide initiatives, including our EverBetter wellness program
Job stability
Life-long skills and experience
Excellent work culture

Go further with Foundever

We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career. 

Apply today!