Workforce Management Senior Real Time Analyst

Vor 3 Tagen

Essen, Nordrhein-Westfalen, Deutschland Cross Border Talents Vollzeit 60.000 € - 90.000 € pro Jahr


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

DUTIES AND RESPONSIBILITIES:

  • 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.

REQUIREMENTS

  • 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.

OFFER

  • 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


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