Workforce Management Senior Real Time Analyst (Barcelona or Essen)

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