WFM Senior Real Time Analysts (Business-Analyst/in)

Stellenangebotsbeschreibung:

Location: Barcelona, Spain AND Essen, Germany

Employment type: Contract

Remuneration: Base salary

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

- 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 real-time analysis.

- Bachelor’s 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

- Relocation assistance is available

- 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