Workforce Management Senior Real Time Analyst (Barcelona or Essen)
On-siteEssen, North Rhine-Westphalia, Germany
Job Summary
Monitor intraday metrics including volumes, productivity, and KPIs to ensure staffing aligns with service level agreements. Adjust schedules and call/skill routing based on real-time performance, while providing real-time and post-mortem performance reports to Operations leaders. Communicate intraday challenges impacting service levels and recommend actions, offering feedback and guidance to team members for performance improvement. Identify improvement opportunities and provide actionable insights to leadership, assisting in the execution of real-time projects and initiatives. The role requires C2 level English fluency, minimum two years in Call Center Operations with 18+ months in real-time analysis, and familiarity with workforce management processes. Candidates must possess strong decision-making skills and knowledge of local labor laws. This position offers a competitive salary, relocation assistance, and rotating late/night shifts. Join a dynamic, multicultural team in Barcelona or Essen with benefits including private health insurance, wellness schemes, and regular fruit deliveries.
Required Qualifications
- 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
- Proficient in using common office software and productivity tools
- Strong decision-making, problem-solving, and resource allocation skills
- Must be available for Rotating Late/Night shifts (3pm-11pm or 11pm-7am)
- Must be willing to relocate to Barcelona, Spain or Essen, Germany
Desired Qualifications
- Familiarity with workforce management processes (staffing, scheduling, service levels, metrics)
- Knowledge of local labor laws related to workforce management and scheduling
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