Workforce Management Senior Real Time Analyst

Stellenbeschreibung:

We are currently recruiting for a Workforce Management Senior Real Time Analyst to join our clients team in either Barcelona Spain or Essen Germany.

Monitor intraday metrics (volumes productivity KPIs) to ensure staffing levels align with service level agreements.
Adjust schedules and call/skill routing based on real-time performance and volumes.
Provide real-time and post-mortem performance reports to Operations leaders.
Communicate intraday challenges impacting service levels and recommend actions.
Offer feedback and guidance to team members for performance improvement and development.
Identify improvement opportunities and provide actionable insights to leadership.
Assist in the execution of real-time projects and initiatives.

C2 level or C1 Fluency in English with strong proficiency in both written and spoken communication.
Minimum 2 years experience in Call Center Operations or Customer Service with 18 months in real-time analysis.
Bachelors degree or equivalent.
Familiarity with workforce management processes (staffing scheduling service levels metrics) preferred.
Proficient in using common office software and productivity tools.
Knowledge of local labor laws related to workforce management and scheduling preferred.
Strong decision-making problem-solving and resource allocation skills.

Competitive salary
Relocation assistance
Working Schedule; Rotating Late/Night shifts (3pm-11pm or 11pm-7am)
Private health insurance after probation period
Working as part of a dynamic and multicultural team
Regular fruit deliveries for a healthy lifestyle and free drinks
Employee wellness schemes to include partnerships with fitness centers restaurants and beauty care

Interested apply now!