Real-Time WFM Analyst — Hybrid + Share Options

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

Benefits offered by this job

Hybrid working

Competitive salary

Matched pension contributions

Share options

Vitality Private Healthcare

Life Assurance

Learning & development budget

Enhanced holiday package

Work from abroad for a month

Job summary

THE CARWOW GROUP in Porto is seeking a highly analytical Real-Time Analyst to join our Workforce Management team. You will monitor live adherence, call volumes, and agent activity to maximize efficiency and ensure SLAs are met, working closely with operations and leadership.

The role involves dialer management, intraday staffing adjustments, KPI monitoring, incident response, and producing real-time reports.

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

WFM experience

Analytical thinking

Communication skills

Independent & team

Education

Tools

Gsheets

WFM tools

Dialer systems

Job description

THE CARWOW GROUP in Porto is seeking a highly analytical Real-Time Analyst to join our Workforce Management team. You will monitor live adherence, call volumes, and agent activity to maximize efficiency and ensure SLAs are met, working closely with operations and leadership.

The role involves dialer management, intraday staffing adjustments, KPI monitoring, incident response, and producing real-time reports.