Description and Requirements Are you looking to develop your career and take on larger responsibilities in an exciting and growing environment?
We are currently looking for a WFM Real Time Analyst to work on a Late/Night Shift, for an office located in a very prominent location in Barcelona.
The WFM - Real Time Analyst (m/f/d) monitors and analyzes live operational performance, ensuring adherence to set schedules and swiftly adjusting strategies based on real-time data.
They generate reports, document findings, and engage in root cause analysis to tackle performance issues.
Additionally, the role ensures operational alignment with organizational goals.
What we offer: Diverse and impactful role within a thriving and dynamic companyRelocation assistanceVaried and challenging responsibilitiesPrivate health insurance after probation period and daily meal allowance from day oneWorking as part of a dynamic and multicultural team, with flat hierarchies and a first-name workplace cultureAdvanced job opportunities in our internationally growing companyGreat office with modern workspaces at the city center of BarcelonaPositive international working environment; fun floor with PlayStation, table tennis, and many moreComfortable leisure areas and opportunities to join different activities like yoga or guided meditationRegular fruit deliveries for a healthy lifestyle and free drinksSeveral partnerships with fitness centers, restaurants, beauty care and moreYour tasks: Real-Time Monitoring: Monitor billable hour projections throughout the day and alert management promptly about any risks.Central Communications: Ensure timely communication to relevant teams and stakeholders.Intra-Day Coordination: Evaluate and implement ad hoc events and training plans for the current week in alignment with clients' requirements.Shrinkage, Adherence, and Attendance Reports: Ensure the timely delivery and analysis of these reports for performance evaluation.Proactive Planning and Strategy: Develop strategies for improving operations based on trends and identified areas for enhancement.Continuous Improvement: Focus on ongoing optimization and efficiency in operations.Documentation and Analysis: Keep detailed records and perform thorough analysis to inform future strategies and decisions.Your profile: Experience: At least 2 years of experience in a call center and/or 1 year specifically in workforce management.Communication Skills: Excellent oral and written communication skills, specifically minimum B2 English level.Understanding of WFM: Familiarity with workforce management processes, including staffing projections, scheduling, service level analysis, and metrics monitoring is preferred.Proficiency in Tools: Above-average knowledge of Google Suite applications (Sheets, Slides) and MS Office applications (Word, Excel).Knowledge of Labor Laws: Understanding of local country labor laws and regulations related to workforce management and scheduling is preferred.
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