Real Time Analyst - English - Gdask

Position: Real Time Analyst

Location: Gdask Poland

Work Model: hybrid

Employment type: Fulltime

DUTIES AND RESPONSIBILITIES:

• Oversee billable hour projections throughout the day and promptly inform management of any potential risks
• Facilitate timely communication with relevant teams and stakeholders
• Assess and implement ad hoc events and training plans for the current week in accordance with client requirements
• Prepare Shrinkage Adherence and Attendance Reports: ensure the timely delivery and analysis of these reports for performance evaluation
• Develop strategies to enhance operations based on observed trends and identified areas for improvement
• Focus on ongoing optimization and efficiency in operations
• Maintain detailed records and conduct thorough analyses to guide future strategies and decisions.

REQUIREMENTS:

• At least 2 years of experience in a call center and/or 1 year specifically in workforce management
• Excellent oral and written communication skills specifically minimum B2 English level
• Familiarity with workforce management processes including staffing projections scheduling service level analysis and metrics monitoring is preferred
• Aboveaverage knowledge of Google Suite applications (Sheets Slides) and MS Office applications (Word Excel)
• Understanding of local country labor laws and regulations related to workforce management and scheduling is preferred
• Ability to showcase innovation good judgment and problemsolving skills when making decisions related to scheduling and resource allocation.

OFFER:

• Freedom to implement your own ideas in a highly motivated team
• Close cooperation with other departments
• A demanding and comprehensive area that encourages shaping customer service for our key partner
• Internal training and learning opportunities
• Career opportunities in an international company
• Committed and motivated Team
• Private medical healthcare
• Medicover Sport card
• Co financing of online courses on three different platforms
• And many others!