Workforce Scheduler (Remote in Portugal) Albufeira

Workforce Scheduler (Remote in Portugal)
Albufeira
Albufeira, Portugal

Social network you want to login/join with:

col-narrow-left

Client:

Otonomee

Location:

Job Category:

Other

-

EU work permit required:

Yes

col-narrow-right

Job Reference:

fc6f995df2a6

Job Views:

2

Posted:

10. 05. 2025

Expiry Date:

24. 06. 2025

col-wide

Job Description:

About The Role

This is an exciting opportunity for an experienced Resource Planning Analyst. This is a permanent,
-
- home position based in Portugal.

The Resource Planning Analyst is responsible for ensuring optimal resource utilization by analyzing business needs, forecasting workload, and creating scheduling plans for the operational teams.

This role involves analyzing historical data, predicting future demand, and ensuring the right number of agents are available to meet service level agreements (SLAs). The position also supports continuous improvement efforts related to capacity planning and efficiency in a dynamic BPO environment.

What you'll be doing

• Collaborate with team leaders, managers, and other departments to gather insights and accurately forecast inbound contact volume, transaction types, and agent requirements.
• Develop
  - term and
  - term resource forecasts to meet both expected and unexpected demand changes.
• Utilize workforce management (WFM) tools to generate forecasts and adjust them as required based on changes in historical trends, seasonality, or other factors. Provide support on forecast staffing requirements, both long term and short term. This involves analyzing historical information, trends, and communicating with the client to obtain relevant information.
• Create and manage schedules for agents to ensure optimal coverage based on forecasted demand, operational requirements, and employee availability.
• Ensure that agents' shifts align with service level agreements (SLAs) and minimize idle time.
• Provide regular analysis on workforce performance, including productivity, adherence, and staffing efficiency.
• Recommend process improvements and resource optimization strategies based on data insights.
• Work closely with operations, HR, and training teams to ensure resource planning is aligned with business goals.
• Assist in onboarding and training of new team members, ensuring they are adequately prepared to meet operational needs.
• Suggest and implement improvements to workforce planning processes, tools, and methodologies.
• Stay updated with the latest industry trends, tools, and best practices in resource planning and BPO operations.

Your profile

About you

• Two years of experience in Workforce Management.
• Prior experience of scheduling and capacity planning.
• Advanced knowledge of Microsoft Excel and WFM tools.

Why us?

What you get in return

• Fully Remote work based in Portugal.
• Internet Allowance of 20 euros per month and Meal Card Allowance of 7. 63 Euros per working day.
• A Permanent Employment Contract.
• Equipment provided.
• Home office allowance (One-off pay and claim to help you set up your home office).
• Online Gym and Wellbeing Studio.
• The opportunity for professional growth.
• Fun company events and team outings.
• Autonomy and Responsibility.

About us

Otonomee is a
- built, fully remote BPO. Founded in 2020 and headquartered in Ireland, Otonomee provides global premium customer support to innovative brands in Healthtech, Fintech, E-Commerce, Saa
S & Facilities Management.

Our leadership team experienced firsthand the challenges in traditional BPOs. The pandemic accelerated remote work adoption, creating an opportunity to build a new, vibrant business that addresses those challenges for team members and clients.

Leveraging our remote working model, we deliver premium customer experience with high quality, flexibility, and an entrepreneurial spirit. We are committed to great customer service, positive employee experiences, and a sustainable, equitable future.

Otonomee is a
- driven company and a Certified BCorp since 2023, meeting high standards of social and environmental performance, transparency, and accountability. We promote equality, diversity, and inclusion, fostering a culture where everyone feels respected, valued, and connected — Together we grow.