Workforce Management and Systems Intern
On-site · Lisbon, Lisbon, Portugal
Job Summary
Workforce Management & Systems Intern in Lisbon supporting the Support Operations team. Responsibilities include forecasting (volume, AHT, shrinkage), building and adjusting agent schedules, maintaining WFM trackers and planning docs, monitoring queues and performance during shifts, executing intraday adjustments, tracking adherence and attendance, and preparing performance reports (SLA, AHT, volume, occupancy). Also handles daily operational issues and quick platform fixes, assists with tool updates and process interruptions, builds SOPs for tool changes, and supports peak periods. Ideal candidates are analytical, detail-oriented, proactive, with strong Excel/Google Sheets skills, understanding of forecasting and scheduling, experience with WFM tools (Verint, Injixo, Calabrio) is a plus, and fresh graduates or 0–2 years in WFM/analytics.
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