Educador / A Social - Crei Del Maresme

Events Arena; Cárcer; Presencial; EUR 25.000 - 45.000; Jornada completa

Descripción de la vacante

Una empresa de BPO de vanguardia busca un Analista en Tiempo Real para unirse a su equipo en Barcelona. Este puesto es perfecto para quienes tienen experiencia en operaciones de centros de llamadas y gestión de personal. Serás responsable de supervisar el rendimiento en tiempo real, realizar ajustes de programación y comunicarte con líderes de equipo sobre problemas de rendimiento. Ofrecemos un entorno de trabajo dinámico y multicultural, con beneficios de salud y un horario rotativo que promueve un equilibrio entre la vida laboral y personal. ¡Únete a nosotros y lleva tu carrera al siguiente nivel!

Servicios

Seguro de salud privado

Entregas regulares de frutas

Bebidas gratuitas

Convenios con gimnasios y restaurantes

Formación

• Mínimo 2 años de experiencia en un entorno de centro de llamadas.
• Fluidez en inglés (nivel C1) y habilidades de comunicación escrita y hablada.

Responsabilidades

• Supervisar y analizar operaciones en tiempo real del centro de llamadas.
• Realizar ajustes en horarios según el volumen de llamadas y disponibilidad de agentes.

Conocimientos

Análisis de datos

Comunicación efectiva

Resolución de problemas

Gestión del tiempo

Educación

Experiencia en centro de llamadas

Conocimientos de leyes laborales

Herramientas

Google Suite

MS Office

Descripción del empleo

Real-Time Analyst

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 :

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

Your Qualifications :

1. Language Proficiency: Native or fluent in English (C1 level), with strong proficiency in both written and spoken communication.
2. Experience: Minimum of 2 years in a call center environment, with at least 1 year in workforce management or a similar role.
3. Technical Skills: Familiarity with workforce management processes such as staffing projections, scheduling, and service level analysis.
4. Software Proficiency: Strong knowledge of Google Suite (Sheets, Slides) and MS Office (Word, Excel).
5. Regulatory Knowledge: Understanding of local labor laws and regulations regarding workforce management and scheduling.
6. 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 :

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