Planner - Porto, Portugal

• Normalize the historical data by Identifying and removing the outliers
• Break the Forecast into Day of Week pattern
• Calculate the workload /FTE / headcount requirement by incorporating the assumption targets for AHT, Occupancy, Shrinkages, Scheduling Loss, etc.
• Calculate the variance between the required and net effective headcount
• Identify the requirement of the future weeks and project new hire batches accordingly
• Consider the training and hiring throughput
• Update the AHT/Productivity glide path with recent historical data
• Calculate the proficiency of KPIs every week separately
• Update the historical values for comparison
• Identify the constraints impacting cost and revenue opportunities
• Initiate a weekly review mechanism with Internal/external clients

• WFM experience as a Planner/Forecaster (preferred)
• Native or proficient level of English
• Native or proficient level of Portuguese
• Flexible, creative problem-solving, anticipates changes, and welcomes challenges
• Expertise in the Erlang Model
• Strong computer skills that include proficiency in MS Office suite, particularly Excel.
• Advanced knowledge of scheduling tools like IEX
• Previous experience in a dynamic, fast-changing call center environment is required.
• Proven analytical skills and ability to communicate with various management levels
• Must be able to communicate clearly and effectively with all levels within the organization.
• Knowledge of various Call Center Reporting Systems
• Must hold EU citizenship or a valid work permit for Portugal
• Be a local candidate or willing to relocate to Porto, 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

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