Workforce Scheduler for an online travel agency - Lisbon, Portugal

at  Foundever

COME AND WORK WITH US.

We are looking for a talented and accomplished Scheduler to join our team. Our client is one of the largest online travel agencies worldwide, with more than 20M customers.

As a Scheduler in this project, your daily responsibilities will include:

• 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.
• 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.
• 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 non-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 cross site campaigns where one site will need to take a lead role
• Perform other responsibilities as required and assigned

To succeed in the role, you will need to have:

• Proficiency in English C1 level is mandatory
• 1-3 years of WFM experience with minimum 1 year as a Scheduler.
• 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, eWFM 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.
• Monday to Friday - 9h to 18h
• Hybrid Working Model - Santos, Lisbon
• Must hold EU citizenship or a valid work permit for Portugal
• Be a local candidate or willing to relocate to Lisbon, Portugal

As a Scheduler in this project, your daily responsibilities will include:

• 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.
• 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.
• 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 non-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 cross site campaigns where one site will need to take a lead role
• Perform other responsibilities as required and assigne

To succeed in the role, you will need to have:

• Proficiency in English C1 level is mandatory
• 1-3 years of WFM experience with minimum 1 year as a Scheduler.
• 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, eWFM 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.
• Monday to Friday - 9h to 18h
• Hybrid Working Model - Santos, Lisbon
• Must hold EU citizenship or a valid work permit for Portugal
• Be a local candidate or willing to relocate to Lisbon, Portuga