Call Center à United States

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Snaphunt

Barcelona, Spain

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Yes

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25.04.2025

09.06.2025

The Offer

• Work within a company with a solid track record of success
• Great work environment

The Job

As a Senior Real-Time Analyst, you will assist in the execution of real-time projects and initiatives.

Detailed Duties and Responsibilities

• Provide real-time and post-mortem performance reports to Operations leaders.
• Identify improvement opportunities and provide actionable insights to leadership.
• Monitor intraday metrics (volumes, productivity, KPIs) to ensure staffing levels align with service level agreements.
• Offer feedback and guidance to team members for performance improvement and development.
• Assist in the execution of real-time projects and initiatives.
• Communicate intraday challenges impacting service levels and recommend actions.
• Adjust schedules and call/skill routing based on real-time performance and volumes.

The Profile

Targeted Qualifications

• Fluency in English (C1 level).
• Proficient in using common WFM software and productivity tools.
• Bachelor’s degree or equivalent.
• Strong decision-making, problem-solving, and resource allocation skills.
• Minimum 2 years experience in Call Center Operations or Customer Service.
• Minimum 1.5 years of previous experience in real-time analysis.
• Knowledge of local labor laws related to workforce management and scheduling.
• Familiarity with workforce management processes (staffing, scheduling, service levels, metrics).

Interpersonal Skills

• Communicative: Speak and/or write well and get your ideas across to others easily.
• Interpreter: Look at things and make sense of them, figure what is needed and how to fulfil it.
• Confident, Pleasant, Energetic, Helpful, Trustworthy.
• Efficient: Perform tasks in the fastest and simplest ways that they can be done.
• Organized and punctual: Put things in order so that they run smoothly and are always on time.
• Flexible: Can carry different responsibilities, sometimes with very little advanced notice.
• Listen: Pay attention to what others are saying, without daydreaming or judging them.
• Precise: Make sure that things are done accurately, correctly, and exactly.
• Willingness to acquire new knowledge.
• Service Customers: Be friendly, patient, and polite with customers and try your best to service their needs/wants.

Additional Information

• Salary: Kindly share your salary expectations.
• Office Based – Essen, Germany Or Barcelona, Spain
• Rotating Shifts: 3:00pm-11:00pm or 11:00pm-7:00am.
• Employee wellness schemes to include partnerships with fitness centers, restaurants, and beauty care.
• A global team committed to the company values.
• A dynamic work environment in a dynamically international company.

The Employer

Our client was founded to help people find their dream job, and help employers find the right candidates.