CS Scheduling Sr. Specialist

📋 Description

• Forecast across channels and markets using historical data and trends.
• Translate demand into staffing requirements and capacity plans.
• Build and maintain workforce planning models and tools.
• Monitor forecast accuracy and refine methodologies.
• Lead continuous improvement in forecasting, scheduling, and optimization.

🎯 Requirements

• Education: High school diploma; bachelor’s degree preferred.
• Experience: 2+ years in a similar role (mandatory).
• Strong knowledge of forecasting, capacity planning, and scheduling.
• Proficient with WFM platforms (Assembled, Verint, Calabrio, NICE IEX).
• Advanced Excel/Sheets; SQL, Looker, Tableau or Power BI; data analysis.
• Experience with CRM/CC platforms (Kustomer, Amazon Connect, Zendesk, Salesforce).

🎁 Benefits

• Impact at scale in a global org; flat structure.
• Learning & Development plans and mentorship.
• Inclusive culture with 800+ staff from 60+ nationalities.
• Hybrid work; two days in office; offices in Amsterdam, Paris, Lisbon.
• Catavouchers: €100 joining, €50 birthday, extra day for passions.