WFM Senior Real Time Analyst - English - Essen or Barcelona
WFM Senior Real Time Analyst - English - Essen or Barcelona
Posted on :
30-01-2025
Employer Active
1 Vacancy
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Share
Send me jobs like this
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Job Description
Role: WFM Senior Real Time Analyst
Location: Barcelona Spain or Essen Germany
Employment type: Contract
DUTIES AND RESPONSIBILITIES:
- Monitor intraday metrics (volumes productivity KPIs) to ensure staffing levels align with service level agreements.
- Adjust schedules and call/skill routing based on realtime performance and volumes.
- Provide realtime and postmortem performance reports to Operations leaders.
- Communicate intraday challenges impacting service levels and recommend actions.
- Offer feedback and guidance to team members for performance improvement and development.
- Identify improvement opportunities and provide actionable insights to leadership.
- Assist in the execution of realtime projects and initiatives.
REQUIREMENTS
- Native or fluent in English (C1 level) with strong proficiency in both written and spoken communication.
- Minimum 2 years experience in Call Center Operations or Customer Service with 18 months in realtime analysis.
- Bachelors degree or equivalent.
- Familiarity with workforce management processes (staffing scheduling service levels metrics) preferred.
- Proficient in using common office software and productivity tools.
- Knowledge of local labor laws related to workforce management and scheduling preferred.
- Strong decisionmaking problemsolving and resource allocation skills.
OFFER
- Relocation assistance is available
- Working Schedule; Rotating Late/Night shifts (3pm11pm or 11pm7am)
- Private health insurance after probation period
- Working as part of a dynamic and multicultural team
- Regular fruit deliveries for a healthy lifestyle and free drinks
- Employee wellness schemes to include partnerships with fitness centers restaurants and beauty care
Employment Type
Full Time
Key Skills
Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.
