Senior Customer Service Scheduling Specialist

TL;DR

Senior Customer Service Scheduling Specialist (Workforce Management): Managing end-to-end workforce planning and scheduling for a global customer service organization with an accent on forecasting accuracy, capacity modeling, and operational efficiency. Focus on translating business demand into optimized staffing plans across multiple channels and markets using data-driven methodologies.

Location: Hybrid setup with a minimum of two days per week in the office (Amsterdam, Paris, or Lisbon).

Company

hirify.global is a leading online marketplace for buying and selling special objects, featuring over 100,000 unique items auctioned weekly.

What you will do

• Generate short, medium, and long-term forecasts across multiple channels and markets.
• Develop and maintain workforce planning models and capacity frameworks.
• Optimize schedules to balance business needs, service levels, and employee experience.
• Monitor forecast accuracy and refine methodologies based on operational trends.
• Partner with Operations, Finance, and HR to translate business initiatives into workforce impacts.
• Maintain WFM systems and documentation to ensure data accuracy and process compliance.

Requirements

• 2+ years of experience in a similar workforce management role.
• Deep understanding of forecasting, capacity planning, scheduling, and Erlang-based calculations.
• Advanced proficiency in Excel or Google Sheets for complex modeling.
• Hands-on experience with WFM platforms like Assembled, Verint, Calabrio, or NICE IEX.
• Strong analytical skills with the ability to interpret large datasets.
• Must be able to work in a hybrid model in Amsterdam, Paris, or Lisbon.

Nice to have

• Experience with SQL, Looker, Tableau, or Power BI.
• Familiarity with CRM and contact center platforms like Zendesk, Salesforce, or Amazon Connect.

Culture & Benefits

• Visible impact in a global scale-up with a flat organizational structure.
• Learning and development initiatives including mentorship programs.
• Inclusive, diverse, and queer-friendly work environment.
• Annual 'Pursue Your Passion' day off and birthday vouchers.
• Additional leave for key work anniversaries and life events.