Workforce Management Senior Real Time Analyst (Barcelona orEssen)

Cross Border Talents; Essen; Vor Ort; EUR 40.000 - 60.000; Vollzeit

Zusammenfassung

A recruitment agency seeks a Senior Real Time Analyst for their client in Essen, Germany. The ideal candidate will monitor intraday metrics, adjust schedules based on performance, and communicate challenges to maintain service levels. Required qualifications include fluency in English and at least two years of experience in Call Center Operations. This role offers competitive salary, relocation assistance, and a dynamic working environment with health and wellness perks.

Leistungen

Competitive salary

Relocation assistance

Private health insurance after probation

Employee wellness schemes

Regular fruit deliveries

Free drinks

Qualifikationen

• Minimum 2 years of experience in Call Center Operations or Customer Service.
• 18+ months in real-time analysis.
• Familiarity with workforce management processes preferred.

Aufgaben

• Monitor intraday metrics to ensure staffing aligns with service level agreements.
• Adjust schedules based on real-time performance.
• Communicate challenges impacting service levels.

Kenntnisse

Fluency in English (C2/C1)

Decision-making skills

Problem-solving skills

Resource allocation skills

Ausbildung

Bachelor's degree or equivalent

Tools

Common office software

Jobbeschreibung

We are currently recruiting for aWorkforce ManagementSenior Real Time Analyst to join our clientsteam 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!