We are currently recruiting for a Workforce Management Senior Real Time Analyst to join our clients team in either Barcelona, Spain or Essen, Germany.
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 real-time performance and volumes.
* Provide real-time and post-mortem 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 real-time projects and initiatives.
REQUIREMENTS
* C2 level or C1 Fluency in English, with strong proficiency in both written and spoken communication.
* Minimum 2 years' experience in Call Center Operations or Customer Service, with 18+ months in real-time 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 decision-making, problem-solving, and resource allocation skills.
OFFER
* Competitive salary
* Relocation assistance
* Working Schedule; Rotating Late/Night shifts (3pm-11pm or 11pm-7am)
* 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
Interested? apply now!