Intraday and Scheduling Specialist

Salt Services SA; Lisboa; Presencial; EUR 30 000 - 40 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Competitive compensation package

Health insurance

Real opportunities for professional growth

Resumo da oferta

A dynamic customer service company in Lisbon is seeking an Intraday and Scheduling Specialist (m/f/d) to monitor and optimize daily operational performance within the Customer Care Team. Responsibilities include workforce planning, demand forecasting, and real-time adjustments to schedules and staffing. The ideal candidate has 1-2 years of relevant experience, strong analytical skills, and proficiency in WFM tools. A competitive salary, health insurance, and growth opportunities are offered. This role is fully on-site.

Qualificações

• 1-2 years of experience in Workforce Management, Operations, or a Contact Centre environment.
• Proficiency in workforce management tools and Excel.
• Fluency in German or French is a plus.

Responsabilidades

• Monitor and optimize daily operational performance.
• Define optimal staffing levels across schedules and tasks.
• Manage time and attendance to ensure accurate payroll.

Conhecimentos

Demand Forecasting

Workforce Planning

Shift Optimization

Strong analytical skills

Communication skills

Ferramentas

WFM tools (e.g. Proscheduler)

Excel

Google Sheets

Descrição da oferta de emprego

Intraday and Scheduling Specialist (m/f/d)

About Salt Services

At Salt Services, we believe that success is built through teamwork. Well-aligned teams are essential to delivering excellent service and exceeding our customers’ expectations. We foster a dynamic, collaborative, and results-driven environment.

The role

We are looking for a motivated and proactive Scheduling Specialist (m/f/d) to contribute to the growth and success of our Customer Care Team.

As an Intraday Specialist, you will play a key role in monitoring and optimizing daily operational performance, ensuring service levels are met through real-time adjustments and effective coordination with operational teams.

Key Responsibilities

• Demand Forecasting, using historical data and trend analysis to accurately anticipate future staffing requirements;
• Workforce Planning by defining optimal staffing levels across schedules, tasks, and locations to meet operational demands;
• Holiday and Training Planning aligned with capacity forecasts and business needs;
• Shift Optimization through the design of efficient work schedules that balance business requirements, employee skills, cost efficiency, and individual preferences;
• Time and Attendance Management, including tracking working hours and managing leave requests to ensure accurate payroll processing;
• Real-Time Workforce Management with immediate schedule adjustments to address absences, demand fluctuations, or unforeseen operational challenges;
• Compliance and Governance, ensuring all workforce plans and schedules adhere to labour legislation and internal company policies.
• 1–2 years of experience in Workforce Management, Operations, or a Contact Centre environment;
• Strong analytical and problem-solving skills with high attention to detail;
• Excellent communication and coordination skills across teams and departments;
• Proficiency in WFM tools (e.g. Proscheduler or equivalent) and Excel / Google Sheets (highly valued);
• Ability to work under pressure and make quick, data-driven decisions;
• Fluency in German or French is a strong plus;
• Willingness to work in a fast-paced, dynamic, and multicultural environment;
• Willingness to work fully on-site.

Nice to have

• Knowledge of forecasting, scheduling, and capacity planning principles.
• Experience managing multilingual or multi-market operations.
• Understanding of KPI frameworks such as SLA, AHT, and FCR.

What we offer

• Competitive compensation package aligned with the role
• Health insurance
• Real opportunities for professional growth and career development