[Hiring] Spanish Scheduler @Foundever®

Role Description

We are looking for a talented and accomplished Spanish Scheduler to be responsible for ensuring optimal resource allocation across all campaigns and sites. The role focuses on efficient schedule planning, monitoring, and adjustments to guarantee sufficient coverage at all times while meeting contractual service levels and KPIs.

• Maximize efficient utilization of resources for schedules that have been released in the most cost-effective way (e.g., holidays, voluntary time-offs, break planning, Workforce Management Tool optimization).
• Ensure that all exceptions and future changes are logged in the Work Force Management tool in a timely fashion, making appropriate adjustments to minimize impact on service level delivery.
• Understand key metrics and financial drivers for all contracts to drive performance improvements.
• Complete new hire, leavers & internal transfer processes, including contacting HR & updating WFM system(s) in a timely manner.
• Track training batches and learning curve for new hires, including proficiencies.
• Optimize WFM schedules.
• Maintain agent & campaign annual leave and update the WFM system with regular audits, ensuring leave is spread suitably across the year.
• Regular schedule adherence reporting for operations.
• Work closely with RTAs to ensure agent adherence & productivity is controlled & action taken where appropriate.
• 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.
• Perform other responsibilities as required and assigned.

Qualifications

• Native or proficient level of Spanish - mandatory.
• Advanced level of English.
• Strong computer skills, including proficiency in MS Office suite, particularly Excel.
• Advanced knowledge of scheduling tools like Blue Pumpkin, IEX, eWFM, etc.
• Ability to generate best suitable work patterns and shift activities.
• Ability to 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.
• High-speed internet access and appropriate conditions for remote work.
• Must hold EU citizenship or a valid work permit for Portugal.
• Be a local candidate or willing to relocate to Portugal.

Requirements

• Ideally higher or university education with a technical background (mathematical or statistical course desirable).
• Previous call center experience required.
• Previous Work Force Management experience is mandatory.

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.