CS Scheduling Sr. Specialist

About the role

As a Sr. Schedule Specialist, you will play a critical role in ensuring our Customer Service organisation is staffed effectively to meet customer demand while balancing operational efficiency and employee experience. You will work across the entire workforce management cycle, from forecasting customer demand and translating it into staffing requirements, to building capacity plans and optimizing schedules across multiple teams, channels, and markets.

Responsibilities

• Forecasting & Workforce Planning
• Generate short, medium, and long-term forecasts across multiple channels and markets using historical data, business trends, seasonality, and operational drivers.
• Develop staffing requirements and workforce plans based on forecasted demand and service level targets.
• Build and maintain workforce planning models, forecasting tools, and capacity planning frameworks.
• Monitor forecast accuracy and continuously refine forecasting methodologies and assumptions.
• Conduct analysis to identify trends, risks, and opportunities impacting workforce requirements.
• Produce workforce insights and recommendations that improve operational efficiency, customer experience, and resource utilisation.
• Lead continuous improvement initiatives related to forecasting, scheduling, and workforce optimization.
• Scheduling & Workforce Optimisation
• Create, maintain, and optimise schedules that align workforce capacity with business needs.
• Ensure schedules are published according to agreed cadences and operational requirements.
• Monitor staffing coverage across teams, channels, and markets, balancing service levels with employee experience.
• Maintain workforce management data, including employee skills, availability, staffing records, overtime tracking, and other planning-related datasets.
• Support workforce optimisation initiatives by identifying inefficiencies and proposing data-driven solutions.
• Stakeholder Management & Business Partnership
• Partner with Operations, Finance, HR, and other stakeholders to understand business initiatives and translate them into workforce impacts.
• Provide staffing recommendations and workforce insights to support operational and strategic decision-making.
• Identify workforce-related risks and opportunities and proactively propose mitigation plans or improvement initiatives.
• Collaborate cross-functionally to ensure workforce plans remain aligned with evolving business priorities.
• Admin :
• Keep WFM-related documents, guidelines, and planning frameworks updated, reflecting the latest processes and operational changes.
• Maintain and ensure the accuracy of workforce management systems, planning models, and forecasting tools.
• Support workforce reporting by generating insights on forecast accuracy, staffing efficiency, service levels, utilisation, shrinkage, and other key workforce metrics.
• Ensure workforce management processes and documentation are maintained in line with business requirements and best practices.

Requirements

• Background
• Education: High school diploma or equivalent. A bachelor's degree in Business Administration, Operations Management, or a related field is preferred.
• Experience: 2+ years of experience in a similar role ( mandatory ).
• Deep understanding of: Forecasting methodologies; Capacity Planning; Workforce Modelling; Scheduling; Shrinkage Planning; Erlang-based staffing calculations; Intraday Management; Service Level Management.
• Technical Skills
• Hands-on experience with Workforce Management platforms such as Assembled, Verint, Calabrio, NICE IEX, or similar solutions.
• Demonstrated experience building forecasting and scheduling models from scratch using spreadsheets and custom workforce planning tools.
• Advanced proficiency in Excel and/or Google Sheets, including complex modelling and scenario planning.
• Strong analytical skills with the ability to manipulate and interpret large datasets.
• Experience using SQL, Looker, Tableau, Power BI, or similar analytics tools is a plus.
• Operational Knowledge
• Strong understanding of customer support and contact centre environments, including voice, chat, email, and messaging operations.
• Familiari

Additional Information

At Catawiki, every day brings the extraordinary! Whether it's Daniel Ricciardo's Formula 1 Car , a Woolly Mammoth's Skeleton , Lady Gaga's Jumpsuit or Usain Bolt's running shoe , we encounter exceptional objects every day. We're a one-of-a-kind marketplace for buying and selling special objects. Each week, more than 100,000 unique items are auctioned, all carefully curated by our passionate in-house experts. Having sold over 25 million unique objects, our mission is to become the world's most popular destination for special objects. As a growing, diverse and sustainable scale-up, we proudly live by three core values. If these values resonate with you, we'd love to explore how you can join us. Taking ownership and driving impact Being open to change and feedback Being passionate about our mission and our customers.

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