Business Development Manager

Workster is partnering with a leading BPO company to recruit a Real-Time Analyst for their team in Barcelona, Spain. This role is ideal for individuals with a strong background in call center operations and workforce management, who are adept at monitoring and optimizing real-time performance metrics.

If you are analytical, proactive, and looking to advance your career in a dynamic environment, we encourage you to apply!

Your Responsibilities :

• Real-Time Monitoring : Oversee and analyze real-time call center operations to ensure optimal staffing levels and service levels are met.
• Schedule Adjustments : Provide real-time adjustments to schedules based on call volume, agent availability, and other factors.
• Performance Tracking : Track and report on key performance metrics, including service levels, occupancy, and adherence.
• Communication : Effectively communicate with team leaders and managers regarding performance issues and scheduling adjustments.
• Reporting : Support the workforce management team by preparing and analyzing reports on real-time performance and trends.
• Staffing Projections : Assist in the preparation of staffing projections and scheduling for upcoming shifts.
• Process Improvement : Recommend and implement improvements to scheduling and real-time management processes.

Your Qualifications :

• Language Proficiency : Native or fluent in English (C1 level), with strong proficiency in both written and spoken communication.
• Experience : Minimum of 2 years in a call center environment, with at least 1 year in workforce management or a similar role.
• Technical Skills : Familiarity with workforce management processes such as staffing projections, scheduling, and service level analysis.
• Software Proficiency : Strong knowledge of Google Suite (Sheets, Slides) and MS Office (Word, Excel).
• Regulatory Knowledge : Understanding of local labor laws and regulations regarding workforce management and scheduling.
• Problem-Solving Ability : Strong problem-solving skills, sound judgment, and the ability to make quick, data-driven decisions regarding staffing and resource allocation.

What We Offer :

• Working Schedule : Rotating shifts, 5 days a week, Monday to Friday.
• Health Benefits : Private health insurance after the probation period.
• Dynamic Work Environment : Work as part of a dynamic and multicultural team.
• Wellness Perks : Regular fruit deliveries for a healthy lifestyle and free drinks.
• Employee Wellness Schemes : Partnerships with fitness centers, restaurants, and beauty care providers.