WFM Real Time Analyst (m/f/d)

TELUS Digital; Essen; Vor Ort; EUR 60.000 - 80.000; Vollzeit

Zusammenfassung

A leading customer service firm in Essen is seeking a WFM Real-Time Analyst to monitor operations and ensure service level compliance. This full-time role involves reporting metrics and supporting communication within the team. Ideal candidates have experience in a contact center and proficiency in English (CEFR C1). Support for relocation may be available.

Leistungen

Dynamic multicultural team

Advanced career opportunities

On-site gym

Office canteen

Free drinks

Regular fruit deliveries

Employee referral programs

PlayStation and table tennis

Qualifikationen

• Previous professional experience in a contact center/BPO environment.
• Interest and understanding of Workforce Management.
• CEFR C1 English language proficiency.

Aufgaben

• Monitor real-time metrics to ensure compliance with service level agreements.
• Provide real-time performance reports and communicate challenges to stakeholders.
• Support communication between team leaders and front-line team members.

Kenntnisse

Real-time monitoring

Analytical skills

Problem-solving competence

Customer service orientation

Ausbildung

High school diploma

Jobbeschreibung

Overview

Become a WFM Real-Time Analyst (m/f/d, full-time) in our team in Essen! You will monitor operations in real-time, check attendance, and ensure compliance with service levels. Support with relocation to Essen is possible!

What we offer:

• Working in a dynamic and multicultural team with flat hierarchies and an informal culture
• Advanced career opportunities in our internationally growing company
• Great office in the city center of Essen
• Positive international work environment
• A fun floor with PlayStation, table tennis and much more
• On-site gym – Stay fit and active with our company gym
• Office canteen – Enjoy fresh and healthy meals daily in our canteen
• Appealing office benefits, regular fruit deliveries for a healthy lifestyle and free drinks
• Attractive employee referral programs
• Exciting and diverse tasks

Your tasks

• Monitor real-time metrics (attendance and schedule adherence, average handling time (AHT), automatic call distribution (ACD), talk time, after call work (ACW)) to ensure adequate staffing and compliance with customer service level agreements
• Provide real-time performance reports (Aux activities, wait time, after-call usage) and post-mortem reports to operations managers at the established cadence
• Proactively communicate challenges affecting service level agreements to operations managers to support required actions
• Support communication with team leaders and front-line team members

Responsibilities

Core competencies:

• Provide support, put customers first, integrate technology, self-development

Functional competencies:

• Knowledge of real-time monitoring and reporting
• Analytical skills and problem-solving competence
• Ability to work in a fast-paced environment

What we expect

• Previous professional experience in a contact center/BPO environment and bring interest and understanding for Workforce Management
• Experience in WFM is a plus, but not required
• High school diploma
• CEFR C1 English (oral/written). German language skills are a plus, but not required
• If you are based in another location but interested in relocating to Germany, we would be happy to support successful candidates with relocation to Essen and discuss this further during the recruitment process

Become part of our team and apply now!

Our recruiting team is open to answer all your questions. We look forward to your application. Our recruiting process is digitized, and we offer virtual interviews to all applicants.

About us: Since our founding in 1998, excellent customer service has been our passion. In 2020, we took the next step and are now part of TELUS Digital. Since then, over 70,000 team members provide first-class customer service in more than 50 languages for international and renowned partners.

Equal Opportunity Employer

TELUS Digital is proud to be an equal opportunity employer and is committed to implementing a diverse and inclusive workplace. All aspects of employment, including hiring and promotion decisions, are based on the qualifications, skills, competence and performance of applicants without consideration of characteristics related to diversity.

Applicants with special needs will be given preferential consideration if equally qualified.