Empresa:

Salt Services SA

Descrição da Função

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.

Basic qualifications

• 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;
• Fluent English (C2 level) - mandatory;
• 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
• Meal allowance
• Transportation allowance
• Health insurance
• Real opportunities for professional growth and career development

Observações

Lisboa (Portugal)