Come and work with us.
We are looking for a talented and accomplished WFM Planner to join our team.
As a Planner, your daily responsibilities will include: Normalize the historical data by Identifying and removing the outliers Break the Forecast into Day of Week pattern Calculate the workload /FTE / headcount requirement by incorporating the assumption targets for AHT, Occupancy, Shrinkages, Scheduling Loss, etc.
Calculate the variance between the required and net effective headcount Identify the requirement of the future weeks and project new hire batches accordingly Consider the training and hiring throughput Update the AHT/Productivity glide path with recent historical data Calculate the proficiency of KPIs every week separately Update the historical values for comparison Identify the constraints impacting cost and revenue opportunities Initiate a weekly review mechanism with Internal/external clients To succeed in the role, you will need to have: WFM experience as a Planner/Forecaster Native or proficient level of English Native or proficient level of Portuguese Flexible, creative problem-solving, anticipates changes, and welcomes challenges Expertise in the Erlang Model Strong computer skills that include proficiency in MS Office suite, particularly Excel.
Advanced knowledge of scheduling tools like IEX Previous experience in a dynamic, fast-changing call center environment is required.
Proven analytical skills and ability to communicate with various management levels Must be able to communicate clearly and effectively with all levels within the organization.
Knowledge of various Call Center Reporting Systems Must hold EU citizenship or a valid work permit for Portugal Be a local candidate or willing to relocate to Porto, Portugal 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 company-wide initiatives, including our EverBetter 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