Workforce Management and Systems Intern

<p>...&nbsp;</p> <p>&nbsp;</p> <p><strong>ABOUT US</strong></p> <p>Indie Campers, the go-to campervan Marketplace, is on a mission of making road trips available to everyone. Thanks to its digital approach and customer-centric orientation, Indie Campers has developed a strong booking experience and high-quality road trips at affordable prices.&nbsp;</p> <p>With over one million nights rented through our travel platform, we have welcomed more than 300,000 travelers from 169 countries. We offer a comprehensive and expanding array of road trip possibilities: short-term RV rentals, long-term campervan subscriptions, and the possibility of buying one of our vehicles available for sale.</p> <p>Rooted in a deep technological focus, our challenges are both exciting and demanding and require top talent and motivation to be successfully pursued. We are growing our team and looking for those interested&nbsp;in pursuing this dream with us and joining an ever-developing journey.</p> <p>&nbsp;</p> <p><strong>THE ROLE</strong></p> <p>We are looking for a Workforce Management &amp; Systems&nbsp; Intern to join our Support Operations team in Lisbon. This role combines traditional WFM responsibilities with hands-on operational systems work. You will help plan schedules, monitor daily operations, fix platform issues, and support the operations team, ensuring smooth operations across multiple regions.</p> <p>This is an excellent opportunity for someone analytical, detail-oriented, proactive, and eager to grow into a full WFM/Operations role.</p> <p>&nbsp;</p> <p><strong>WHAT WILL YOU WORK ON?</strong></p> <p><strong>Workforce Management Tasks</strong></p> <ul> <li>Support creation and maintenance of daily and weekly forecasts (volume, AHT, shrinkage).</li> <li>Assist in building and adjusting agent schedules to match demand patterns.</li> <li>Maintain WFM trackers, staffing models, and planning documentation.</li> <li>Monitor queues and team performance during assigned shifts.</li> <li>Execute intraday adjustments (forecasting, break optimization, staffing moves).</li> <li>Track adherence, attendance, and operational deviations.</li> <li>Prepare daily/weekly performance reports (SLA, AHT, volume, shrinkage, occupancy).</li> <li>Identify trends, anomalies, and operational risks.</li> <li>Provide data inputs for cross-functional reviews with Ops, Training, and Quality.</li> <li>Work closely with Team Leads, Hub Managers, and WFM Lead to ensure operational alignment.</li> <li>Support continuous improvement initiatives and governance routines.</li> <li>Contribute to structured documentation, SOPs, and operational logs.</li> </ul> <p><strong>Operational Systems &amp; Real-Time Fixes</strong></p> <ul> <li>Handle daily operational issues and quick platform fixes.</li> <li>Assist with tool updates, system changes, and process interruptions.</li> <li>Build SOPs for tool changes and communicate updates to the team.</li> <li>Support the team during peak periods and operational challenges.</li> <li>Guide team members through system-related issues.</li> <li>Future scope: benchmark analysis for new tools, system optimization, and modeling work.</li> </ul> <p>&nbsp;</p> <p><strong>WHO ARE WE LOOKING FOR?</strong></p> <p><strong>Technical Skills</strong></p> <ul> <li>Strong Excel/Google Sheets skills (pivot tables, formulas, lookups).</li> <li>Basic understanding of forecasting, scheduling, and contact center metrics.</li> <li>Experience with WFM tools (Verint, Injixo, Calabrio, etc.) is a plus.</li> <li>Quick learner for new software tools and platforms.</li> <li>Python/SQL coding helpful but not mandatory.</li> </ul> <p><strong>Analytical &amp; Operational Skills</strong></p> <ul> <li>High attention to detail and accuracy.</li> <li>Ability to work under time pressure during peak hours.</li> <li>Structured problem-solving and data-driven decision-making.</li> <li>Clear communication with operational stakeholders.</li> </ul> <p><strong>Experience</strong></p> <ul> <li>Fresh graduates welcome; 0–2 years in WFM, operations, analytics, or similar roles.</li> <li>Exposure to contact centers, BPO environments, or operational systems is a plus.</li> </ul> <p>&nbsp;</p> <p><strong>WHAT WE OFFER</strong></p> <ul> <li>The opportunity to contribute to the scaling of a unique global company in a fast-growing market.</li> <li>Work with outstanding professionals from multiple nationalities and backgrounds in a dynamic scale-up environment.</li> <li>Competitive benefits including health insurance, travel and education vouchers, road trips in our campervans, and free snacks and coffee in the office.</li> </ul>