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Workforce Scheduler for an online travel agency - Lisbon, Portugal

Req ID#: 385487

Lisboa, Portugal, PT

Job Description:

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

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!

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