SCHEDULING COORDINATOR

Description

WHO WE ARE Konecta is a leading Customer Management and BPO provider present in 26 countries across 4 continents, with over 120,000 passionate professionals. Our sector-specific approach enables us to understand the unique characteristics of each industry and precisely identify our clients’ needs. We design end-to-end solutions covering all Customer Business Processes (acquisition, retention, customer service, technical support, and collections), always committed to sustainability. Our solutions are built upon a comprehensive service portfolio that includes consulting and process optimization services, as well as cutting-edge digital and technological solutions. Konecta is headquartered in Madrid and generates global annual revenue of €2 billion. Among our 500 clients are major players in key sectors including telecommunications, energy, financial services, mobility, and e-commerce. RESPONSIBILITIES Develop schedules for all call center agents, considering call volumes, agent skills, and legal and operational constraints. Optimize resource management based on activity forecasts and operational requirements. Analyze team performance and adjust schedules to maximize efficiency while meeting quality standards and client expectations. Collaborate with production managers to anticipate peak activity periods and adjust resources in real time. Produce detailed reporting and summaries of scheduling data for operational teams and management. Monitor absences and leave requests to ensure service continuity and prevent understaffing. Comply with labor legislation (working hours, breaks, public holidays, etc.) and collective bargaining agreements applicable to the sector. Implement continuous improvement initiatives related to scheduling and production management. **Requirements:** **Experience:** Minimum 1–5 years of experience in scheduling. **Organizational skills:** Ability to manage large numbers of employees, organize schedules efficiently, and respond effectively to unforeseen events. **Tool proficiency:** Solid knowledge of scheduling tools and specialized call center management software (e.g., Workforce Management, Excel). **Languages:** Fluency in French and Spanish (advanced level required for communication with teams and management). **Communication:** Excellent oral and written communication skills, both for interacting with teams and reporting activities to management. **Autonomy and responsiveness:** Ability to make quick decisions and adapt to a dynamic environment. **Analytical mindset:** Analyze agent-related operational data (attendance rate, productivity, etc.) and draw actionable insights to improve scheduling. REQUIRED COMPETENCIES Time management and organization Rapid decision-making and responsiveness to unexpected events Cross-departmental collaboration and teamwork **What we offer:** A Monday–Friday position with working hours between 9:00 AM and 6:00 PM WHAT WE OFFER Comprehensive onboarding training and regular professional development programs **Attractive benefits:** Access to a discount portal offering a wide range of experiences, plus a discount on private health insurance. We are an organization committed to gender equality and firmly advocate equity across all positions. Time management and organization Rapid decision-making and responsiveness to unexpected events Cross-departmental collaboration and teamwork **What we offer:** A Monday–Friday position with working hours between 9:00 AM and 6:00 PM