Workforce Management Senior Real Time Analyst (Barcelona or Essen)

Cross Border Talents; Essen; Vor Ort; EUR 40.000 - 70.000; Vollzeit

Zusammenfassung

An established industry player is seeking a Workforce Management Senior Real Time Analyst to enhance operational efficiency in a dynamic environment. This role involves monitoring key performance indicators, adjusting schedules based on real-time data, and providing actionable insights to leadership. You will be part of a multicultural team, contributing to the improvement of service levels while enjoying perks like relocation assistance and wellness programs. If you thrive in fast-paced settings and have a knack for analytics, this opportunity is perfect for you.

Leistungen

Relocation assistance

Regular fruit deliveries

Free drinks

Employee wellness schemes

Qualifikationen

• C2 level or C1 Fluency in English is required.
• Minimum 2 years' experience in Call Center Operations.

Aufgaben

• Monitor intraday metrics to ensure staffing aligns with service agreements.
• Provide real-time performance reports to Operations leaders.

Kenntnisse

Fluency in English

Decision-making skills

Problem-solving skills

Resource allocation skills

Ausbildung

Minimum 2 years' experience in Call Center Operations

Experience in real-time analysis

Tools

Common office software

Productivity tools

Jobbeschreibung

Workforce Management Senior Real Time Analyst (Barcelona or Essen)

We are currently recruiting for a Workforce Management Senior Real Time Analyst to join our client's 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.
• 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:

• Relocation assistance
• Working Schedule: Rotating Late/Night shifts (3pm-11pm or 11pm-7am)
• 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