Spanish Scheduler - Portugal

Foundever; Lisboa; Presencial; EUR 25 000 - 45 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Competitive wages

Paid professional training

Private healthcare & dental insurance

Growth opportunities

EverBetter wellness program

Job stability

Excellent work culture

Resumo da oferta

Foundever is seeking a talented Spanish Scheduler to optimize resource allocation across campaigns and sites, ensuring coverage while meeting SLAs and KPIs.

The role requires native Spanish, advanced English, strong Excel skills, and experience with WFM tools such as Blue Pumpkin, IEX, and eWFM. Remote work is available for qualified candidates in Portugal.

Qualificações

• Native Spanish with advanced English proficiency.
• Strong MS Office, especially Excel, and scheduling tools.
• Prior workforce management experience required.
• WFM tools knowledge including Blue Pumpkin / IEX / eWFM.

Responsabilidades

• Maximize efficient resource utilization for scheduled campaigns.
• Monitor and adjust schedules to ensure adequate coverage and SLAs.
• Log changes in WFM tools and coordinate with HR and operations.
• Analyze metrics and financial drivers to improve performance.
• Maintain leave, training batches, and cross-site staffing as needed.

Conhecimentos

Spanish (native)

English (advanced)

MS Office

Scheduling tools

Communication skills

Formação académica

Higher education (technical/analytics)

Ferramentas

Blue Pumpkin

IEX

eWFM

Descrição da oferta de emprego

Come and work with us. 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.

As a Scheduler, 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:

• Native or proficient level of Spanish - mandatory
• Advanced level of English
• 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
• 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

Education And Experience

• 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

Go further with Foundever®

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