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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




  • 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. 


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Job Segment: Call Center, HR, Scheduler, Customer Service, Human Resources, Administrative

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