Scheduler - Porto, Portugal
Scheduler - Porto, Portugal
Req ID#: 402784
Porto, Portugal, PT
Job Description:
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. To maximize efficient utilization of resources for schedules that have been released in the most cost effective way i.e. holidays, voluntary time-offs, break planning, Workforce Management Tool optimization, proactively ensuring sufficient coverage at all times to deliver contractual requirements consistently.
2. To ensure that all exceptions and future changes are logged in the Work Force 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.
3. To understand key metrics and financial drivers for all contracts and to use this knowledge to drive performance improvements.
4. Complete new hire, leavers & internal transfer processes including contacting HR & updating WFM system(s) in a timely manner
5. Tracking Training batches and learning curve for New Hires including proficiencies
6. WFM schedule optimization
7. Maintain agent & campaign annual leave and update the WFM system with regular audits, ensuring that leave is spread suitable across the year
8. Regular Schedule Adherence reporting for Operations
9. Work in close conjunction with RTAs to ensure agent adherence & productivity is controlled & action taken where appropriate
10. To monitor all non-call handling activities to ensure efficient use of resources and consistent achievement of service level across all activities
11. Work as part of a virtual WFM team, assisting other sites when appropriate, especially in cross site campaigns where one site will need to take a lead role
12. Perform other responsibilities as required and assigned
To succeed in the role, you will need to have:
13. Proficiency in English C1 level
14. Native or Proficient level in Portuguese is mandatory
15. 1-3 years of WFM experience
16. Minimum Higher Secondary Education
17. Strong computer skills that include proficiency in MS Office suite, particularly Excel
18. Advance knowledge of scheduling tools like Blue Pumpkin, IEX, eWFM etc
19. Generate best suitable work patterns and shift activities
20. Generate schedules and track scheduling efficiency
21. Must be able to communicate clearly and effectively with all levels within the organization
22. Knowledge of various Call Center Reporting Systems would be a plus
23. Must hold EU citizenship or a valid work permit for Portugal
24. Be a local candidate or willing to relocate to Porto, Portugal
25. Availability to work 100% from our Porto site
26. Availability to work Monday to Friday from 8 AM to 6 PM
Benefits.
27. Competitive wages
28. Paid professional training
29. Employee discounts
30. Private healthcare & dental insurance (after six months of employment)
31. Growth opportunities through various development programs
32. Fun and engaging company-wide initiatives, including our EverBetter wellness program
33. Job stability
34. Life-long skills and experience
35. Excellent work culture
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Job Segment: Call Center, Scheduler, Customer Service, Administrative