Spanish Scheduler - Lisbon or Porto, Portugal

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!