Kelly Services is a Human Resources Management company that offers job opportunities in various sectors, from North to South of the country. Annually, the company employs an average of 480,000 people worldwide. Since 2015 Kelly Services has been distinguished as one of the 100 best companies to work for in Portugal.

Right now, we're working with a client, who is a management consulting, technology services, and outsourcing company. They are a global outsourcing provider of customer experience management, helping the largest brands in the world retain and grow their customer base.

We are looking for candidates with a native level of Spanish and fluency in English for the role of Workforce Service Admin (m/f).

Main responsibilities:

Keep current on client and business changes to ensure program and work area compliance
Serve as a Workforce Subject Matter Expert, train and mentor new and less experienced team members
Communicate proactively with team members regarding vendor and line of business status or Delivery Centre operations, making suggestions for corrections to any issues
Develop and maintain methods and procedures
Respond to client requests in an accurate and timely manner
Maintain a detailed record of activities, actions and impacts
Prepare departmental reports for daily, weekly, monthly and yearly periods
Identify business process excellence improvement opportunities, contributing to design and execution
Apply knowledge and experience to identify, assess and resolve service delivery issues
Analyze current and historical call/contact/work volumes and patterns, handle time, productivity trends/patterns and all future call/contact/work requirements to develop budget and call/contact volume/work forecasts

Your Profile:

Native Spanish and Advanced English
Basic Office
Good communication skills
Beginner proficiency in:

Budgeting and Forecasting
Contact Center Workforce Management
Cost Accounting
Process Improvement
Reporting and Analytics
Service Quality Management
Workforce Scheduling

Place of work: Great Lisbon area.

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Job Types: Full-time, Contract

Experience:

• HR: 1 year (Preferred)

Work Remotely:

• No