Workforce Scheduler for Airbnb

2 semanas atrás

Porto, Porto, Portugal Sitel Group Tempo inteiro

Learn, Lead & Grow at Sitel Group
We believe experiences are everything, and that happy associates are successful ones. That's why we give our people the tools and the freedom to learn, grow, have fun and be themselves.
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GROW AS YOU GO. We invest in you, with internal programs, training and initiatives to develop your skills and help you reach your goals. We promote from within. We provide you with the tools, skills and resources to develop, both professionally and personally. You choose where you want to go; we help you get there.
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BE BOLD, BE YOU. #SitelLife represents our commitment to our people -to YOU. It's about coming exactly as you are. We empower everyone to live their truth, be themselves and use their voice -and we give them a platform to do so.
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WORK TOGETHER TO MAKE AN IMPACT. We strive to make the world a better place and empower others to do the same. We are mission-driven -and we leverage the power of our people to make a positive impact in the communities in which we live and work.
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GAIN STABILITY, EXPAND POSSIBILITIES. We celebrate successes and reward our people for the hard work they do every day. We offer benefits to keep you healthy and happy, such as paid time off and referral bonuses. Plus, fun perks like employee discounts.
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MAXIMIZE YOUR EXPERIENCE. We value open, honest and constructive conversation. We encourage you to speak up -and we listen when you do. Through MAX, our global community, we leverage our people's innovative ideas, experiences and feedback to shape and drive the future of Sitel Group.

About Sitel Group


As a global leader in end-to-end customer experience (CX) products and solutions, Sitel Group partners with the world's best-loved brands, from Fortune 500 companies to local startups, to build stronger relationships with their customers by creating meaningful connections that boost brand value.


With 100,000 people around the globe - working from home or from one of our CX hubs - we securely connect best-loved brands with their customers over 4.5 million times every day in 50+ languages.

Whether digital or voice-based, our solutions deliver a competitive edge across all customer touchpoints. Our award-winning culture is built on 35+ years of industry-leading experience and commitment to improving the employee experience.

Come and work with us.
We are looking for a talented and accomplished

Scheduler for Airbnb.

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 noncall 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
  • 13 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.
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Must hold EU citizenship or a valid work permit for Portugal:

Benefits.


What's in it for you? We give our people the tools and the freedom to learn, grow, have fun and be themselves.


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