CS Scheduling Sr. Specialist (Workforce Management)

TL;DR

CS Scheduling Sr. Specialist (Workforce Management): Managing customer service staffing and capacity planning to meet demand across multiple markets with an accent on forecasting and schedule optimization. Focus on building data-driven workforce models, analyzing operational drivers, and balancing service levels with employee experience.

Location: Hybrid setup in Amsterdam or Lisbon (minimum two days per week in the office)

Company

A one-of-a-kind global marketplace for buying and selling special objects.

What you will do

• Generate short, medium, and long-term forecasts across multiple channels and markets using historical data and business trends.
• Develop staffing requirements, capacity planning frameworks, and workforce models based on forecasted demand.
• Create and optimize schedules to align workforce capacity with business needs while maintaining service level targets.
• Partner with Operations, Finance, and HR to translate business initiatives into workforce impacts and strategic recommendations.
• Maintain WFM systems and generate operational insights on forecast accuracy, utilization, and shrinkage.

Requirements

• 2+ years of experience in a workforce management or similar scheduling role.
• Deep understanding of forecasting methodologies, capacity planning, and Erlang-based staffing calculations.
• Hands-on experience with WFM platforms such as Assembled, Verint, Calabrio, or NICE IEX.
• Advanced proficiency in Excel or Google Sheets for complex modeling and scenario planning.
• Knowledge of contact center environments and CRM platforms like Zendesk or Salesforce.
• Must be based in or able to work from Amsterdam or Lisbon offices.

Nice to have

• Bachelor’s degree in Business Administration, Operations Management, or a related field.
• Experience with SQL, Looker, Tableau, or Power BI for manipulating large datasets.

Culture & Benefits

• Learning & Development initiatives, including clear development plans and mentorship.
• Inclusive and queer-friendly environment with a diverse team representing 60+ nationalities.
• Extra day off each year to "Pursue Your Passion".
• Joining and birthday vouchers (Catavouchers).