Scheduler - Porto, Portugal Porto

Scheduler - Porto, Portugal
Porto
Porto, Porto District, Portugal

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:

1. Maximizing efficient utilization of resources for schedules that have been released in the most
   - effective way, including holidays, voluntary
   - offs, break planning, Workforce Management Tool optimization, and proactively ensuring sufficient coverage to deliver contractual requirements consistently.
2. Ensuring all exceptions and future changes are logged in the Work Force Management tool in a timely manner, ideally before the event, with appropriate adjustments to minimize impact on service levels.
3. Understanding key metrics and financial drivers for all contracts to drive performance improvements.
4. Completing processes for new hires, leavers, and internal transfers, including contacting HR and updating WFM systems accordingly.
5. Tracking training batches and learning curves for new hires, including proficiencies.
6. Optimizing WFM schedules.
7. Maintaining agent and campaign annual leave records and updating the WFM system with regular audits to ensure leave is appropriately spread throughout the year.
8. Providing regular schedule adherence reports for operations.
9. Working closely with RTAs to ensure agent adherence and productivity are controlled, with appropriate actions taken when necessary.
10. Monitoring all
    - call handling activities to ensure efficient resource use and consistent achievement of service levels.
11. Collaborating as part of a virtual WFM team, supporting other sites as needed, especially in
    - site campaigns.
12. Performing other responsibilities as required and assigned.

To succeed in this role, you will need:

• Proficiency in English at C1 level.
• Native or proficient level in Portuguese.
• 1-3 years of WFM experience (preferable).
• Minimum Higher Secondary Education.
• Strong computer skills, including proficiency in MS Office, especially Excel.
• Advanced knowledge of scheduling tools like Blue Pumpkin, IEX, e
  WFM, etc.
• The ability to generate suitable work patterns and shift activities.
• Skills to generate schedules and monitor scheduling efficiency.
• Effective communication skills with all organizational levels.
• Knowledge of various Call Center Reporting Systems is a plus.
• Must hold EU citizenship or a valid work permit for Portugal.
• Be a local candidate or willing to relocate to Porto, Portugal.
• Availability to work 100% from our Porto site.
• Availability to work Monday to Friday from 8 AM to 6 PM.

Benefits

• Competitive wages
• Paid professional training
• Employee discounts
• Private healthcare and 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!