Intraday And Scheduling Specialist

Intraday And Scheduling Specialist
Lisboa
Lisboa, Lisboa, Portugal

Intraday and Scheduling Specialist (m/f/d)

About Salt Services

At Salt Services, we believe that success is built through teamwork. Well-aligned teams are essential to delivering excellent service and exceeding our customers’ expectations. We foster a dynamic, collaborative, and
- driven environment.

The role

We are looking for a motivated and proactive Scheduling Specialist (m/f/d) to contribute to the growth and success of our Customer Care Team.

As an Intraday Specialist, you will play a key role in monitoring and optimizing daily operational performance, ensuring service levels are met through
- time adjustments and effective coordination with operational teams.

Key Responsibilities

• Demand Forecasting, using historical data and trend analysis to accurately anticipate future staffing requirements;
  
  
• Workforce Planning by defining optimal staffing levels across schedules, tasks, and locations to meet operational demands;
  
  
• Holidayand Training Planning aligned with capacity forecasts and business needs;
  
  
• Shift Optimization through the design of efficient work schedules that balance business requirements, employee skills, cost efficiency, and individual preferences;
  
  
• Time and Attendance Management, including tracking working hours and managing leave requests to ensure accurate payroll processing;
  
  
• Real-Time Workforce Management with immediate schedule adjustments to address absences, demand fluctuations, or unforeseen operational challenges;
  
  
• Compliance and Governance, ensuring all workforce plans and schedules adhere to labour legislation and internal company policies.

Basic qualifications

• 1–2 years of experience in Workforce Management, Operations, or a Contact Centre environment;
  
  
• Strong analytical and
  - solving skills with high attention to detail;
  
  
• Excellent communication and coordination skills across teams and departments;
  
  
• Proficiency in WFM tools (e. G. Proscheduler or equivalent) and Excel / Google Sheets (highly valued);
  
  
• Ability to workunder pressure and make quick,
  - driven decisions;
  
  
• Fluent English (C2 level) – mandatory;
  
  
• Fluency in German or French is a strong plus;
  
  
• Willingness to work in a
  - paced, dynamic, and multicultural environment;
  
  
• Willingness to work fully
  - site.

Nice to have

• Knowledge of forecasting, scheduling, and capacity planning principles.
• Experience managing multilingual or
  - market operations.
• Understanding of KPI frameworks such as SLA, AHT, and FCR.

What we offer

• Competitive compensation package aligned with the role
• Meal allowance
• Transportation allowance
• Health insurance
• Real opportunities for professional growth and career development