Workforce Management and Systems Intern

ABOUT US 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. 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. 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 in pursuing this dream with us and joining an ever-developing journey. THE ROLE We are looking for a Workforce Management & Systems 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. This is an excellent opportunity for someone analytical, detail-oriented, proactive, and eager to grow into a full WFM/Operations role. WHAT WILL YOU WORK ON? Workforce Management Tasks Support creation and maintenance of daily and weekly forecasts (volume, AHT, shrinkage). Assist in building and adjusting agent schedules to match demand patterns. Maintain WFM trackers, staffing models, and planning documentation. Monitor queues and team performance during assigned shifts. Execute intraday adjustments (forecasting, break optimization, staffing moves). Track adherence, attendance, and operational deviations. Prepare daily/weekly performance reports (SLA, AHT, volume, shrinkage, occupancy). Identify trends, anomalies, and operational risks. Provide data inputs for cross-functional reviews with Ops, Training, and Quality. Work closely with Team Leads, Hub Managers, and WFM Lead to ensure operational alignment. Support continuous improvement initiatives and governance routines. Contribute to structured documentation, SOPs, and operational logs. Operational Systems & Real-Time Fixes Handle daily operational issues and quick platform fixes. Assist with tool updates, system changes, and process interruptions. Build SOPs for tool changes and communicate updates to the team. Support the team during peak periods and operational challenges. Guide team members through system-related issues. Future scope: benchmark analysis for new tools, system optimization, and modeling work. WHO ARE WE LOOKING FOR? Technical Skills Strong Excel/Google Sheets skills (pivot tables, formulas, lookups). Basic understanding of forecasting, scheduling, and contact center metrics. Experience with WFM tools (Verint, Injixo, Calabrio, etc.) is a plus. Quick learner for new software tools and platforms. Python/SQL coding helpful but not mandatory. Analytical & Operational Skills High attention to detail and accuracy. Ability to work under time pressure during peak hours. Structured problem-solving and data-driven decision-making. Clear communication with operational stakeholders. Experience Fresh graduates welcome; 0–2 years in WFM, operations, analytics, or similar roles. Exposure to contact centers, BPO environments, or operational systems is a plus. WHAT WE OFFER The opportunity to contribute to the scaling of a unique global company in a fast-growing market. Work with outstanding professionals from multiple nationalities and backgrounds in a dynamic scale-up environment. Competitive benefits including health insurance, travel and education vouchers, road trips in our campervans, and free snacks and coffee in the office.