Spanish Scheduler - Lisbon or Porto, Portugal

We are seeking a talented Spanish Scheduler to ensure optimal resource allocation across all campaigns and sites. You will be responsible for efficient schedule planning, monitoring, and adjustments to guarantee sufficient coverage at all times while meeting contractual service levels and KPIs. Your focus will be on maximizing resource utilization cost-effectively through strategic planning of holidays, voluntary time-offs, and break schedules using Workforce Management Tools.

Your daily responsibilities will include managing exceptions and changes in the WFM tool, understanding key metrics and financial drivers for contracts, completing new hire and leaver processes, tracking training batches and learning curves, optimizing WFM schedules, maintaining annual leave records, and reporting on schedule adherence. You will work closely with RTAs to ensure agent adherence and productivity, monitor non-call handling activities, and collaborate with the virtual WFM team to support other sites as needed.

To succeed, you must have native or proficient Spanish language skills and advanced English proficiency. You will need strong computer skills including MS Office expertise (particularly Excel), advanced knowledge of scheduling tools like Blue Pumpkin, IEX, or eWFM, and the ability to generate work patterns and shifts. Previous call center and Workforce Management experience is essential. You must be an EU citizen or hold a valid work permit for Portugal, and be a local candidate or willing to relocate to Lisbon or Porto for on-site work.