Spanish Planner - Lisbon or Porto, Portugal

Come and work with us.

We are looking for a talented and accomplished Spanish WFM Planner to be responsible for developing accurate forecasts and strategic capacity plans that ensure the right number of agents are available at the right time to meet business demands. By analyzing historical data, volume trends, and upcoming operational requirements, the Planner supports both short-term and long-term decision-making to achieve service level, productivity, and financial objectives.

As a Planner, your daily responsibilities will include:

• Create and maintain long-term and short-term forecasts based on historical performance, seasonality, and projected business drivers. 


• Develop capacity plans and headcount models to identify hiring needs, optimize staffing, and align resources with contractual and financial requirements.


• Collaborate with Operations, HR, and Recruitment to align workforce strategies with forecasted demand. 


• Analyze and report on forecast accuracy, shrinkage trends, attrition, and utilization metrics, recommending corrective actions when needed. 


• Provide detailed resource requirements and staffing insights to support scheduling, hiring, and training plans. 


• Participate in business reviews and client meetings, presenting forecast and capacity planning outcomes as needed. 


• Continuously refine forecasting models, tools, and assumptions to improve accuracy and operational agility. 


• Work closely with Schedulers and Real-Time Analysts to ensure seamless coordination from long-term planning to daily execution. 


• Support system optimization within Workforce Management tools, ensuring data accuracy and process efficiency. 


• Perform other related duties as required to support overall business goals.

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

• Native or proficient level of Spanish - mandatory


• Advanced level of English


• Previous call center experience required 


• Previous Workforce Management experience (forecasting, capacity planning, or scheduling) is considered an asset. 


• Strong analytical and numerical skills with advanced proficiency in MS Excel and other data analysis tools. 


• Working knowledge of Workforce Management and forecasting tools (e.g., IEX, Blue Pumpkin, eWFM, Verint, or similar). 


• Ability to interpret data, identify trends, and develop accurate forecasts and capacity plans. 


• Strong attention to detail with the ability to manage multiple priorities and deadlines. 


• Excellent communication and presentation skills, with the ability to collaborate effectively across teams and departments. 


• Knowledge of call center KPIs, operational metrics, and reporting systems is an advantage. 


• Ideally higher or university education with a technical background (mathematical or statistical course desirable)


• 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)

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!