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;

Holiday and 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 work under 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