Scheduler - Lisbon, Portugal Lisboa

Overview

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Come and work with us.

We are looking for a talented and accomplished Scheduler to join our team. As a Scheduler in this project, your daily responsibilities will include:

Responsibilities

• To maximize efficient utilization of resources for schedules that have been released in the most cost effective way, i. e. holidays, voluntary
  - 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 Workforce 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
  - 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
  - site campaigns where one site will need to take a lead role.
• Perform other responsibilities as required and assigned.

Qualifications

• Proficiency in English C1 level
• Native or Proficient level in Portuguese
• 1-3 years of WFM experience
• Minimum Higher Secondary Education
• Strong computer skills that include proficiency in MS Office suite, particularly Excel
• Advance knowledge of scheduling tools like Blue Pumpkin, IEX, e
  WFM 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, Portugal
• Availability to work 100% from our Lisbon 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
  - wide initiatives, including our Ever
  Better 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!

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Management

Industries

• Outsourcing and Offshoring Consulting

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