Real-Time WFM Analyst – Hybrid, Growth & Perks

Carwow; Porto; Hybrid; EUR 28,000 - 38,000; Full time

Benefits offered by this job

Hybrid working

Competitive salary

Matched pension contributions

Share options

Private healthcare

Eyecare vouchers

Life Assurance

Wellbeing coaching

Enhanced holidays

Job summary

The Carwow Group is seeking a highly analytical Real-Time Analyst to join our Workforce Management team in a hybrid role based in Porto. You will monitor live adherence, optimize staffing, manage dialer systems, and drive intraday decisions to meet SLAs and improve customer experience.

Ideal candidates have 2+ years in workforce management, strong analytical skills, and proficiency with Gsheets. Collaborative and proactive, you will partner with WFM planners and team managers to support business

Qualifications

• 2+ years of experience in workforce management or related field.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Proficient in Gsheets and other data analysis tools.
• Strong knowledge of WFM tools, real-time tracking software, and dialer management systems.
• Ability to work independently and as part of a team.

Responsibilities

• Real-Time Monitoring: Track live adherence, call volumes, and agent activity to ensure optimal workforce utilization.
• Dialer Management: Oversee and adjust outbound dialer settings to maximize efficiency and minimize idle time.
• Intraday Staffing Adjustments: Reallocate resources dynamically based on demand fluctuations and operational needs.
• SLA & KPI Management: Identify and mitigate risks related to SLAs, occupancy, and service levels.
• Incident Response: Act as the first point of contact for escalations related to workforce disruptions or system issues.
• Performance Reporting: Provide real-time insights and intraday reports to operations and leadership.
• Collaboration: Work closely with WFM planners, schedulers, and team managers to align staffing with business needs.

Skills

Workforce management

Analytical skills

Communication

Gsheets

WFM tools

Dialer management

Tools

Dialer management systems

WFM software

Job description

The Carwow Group is seeking a highly analytical Real-Time Analyst to join our Workforce Management team in a hybrid role based in Porto. You will monitor live adherence, optimize staffing, manage dialer systems, and drive intraday decisions to meet SLAs and improve customer experience.

Ideal candidates have 2+ years in workforce management, strong analytical skills, and proficiency with Gsheets. Collaborative and proactive, you will partner with WFM planners and team managers to support business