WFM - Senior Real Time Analyst (m/f/d)
Barcelona
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 Senior Real Time Analyst to work on a Late/Night Shift, for an office located in a very prominent location in Barcelona.
Important: A valid work permit for Spain or EU Citizenship is required.
As a WFM Senior Real Time Analyst, you use your expertise to monitor and analyze intraday operations performance.
You verify attendance and produce intraday reporting to ensure service level agreements are met.
You contribute to the improvement of performance and development of the team.
You support the execution of real-time projects/initiatives.
What we offer: Relocation assistance is available if you are living outside Spain.Sign-in bonus of 1,000€.Diverse and impactful role within a thriving and dynamic company.Varied and challenging responsibilities.Private health insurance after probation period and daily meal allowance from day one.Working as part of a dynamic and multicultural team, with flat hierarchies and a first-name workplace culture.Advanced job opportunities in our internationally growing company.Great office with modern workspaces at the city center of Barcelona.Positive international working environment; fun floor with PlayStation, table tennis, and many more.Comfortable leisure areas and opportunities to join different activities like yoga or guided meditation.Regular fruit deliveries for a healthy lifestyle and free drinks.Several partnerships with fitness centers, restaurants, beauty care and more.Your tasks: Monitor intraday metrics (volumes, productivity, internal and external production KPIs) to ensure proper staffing levels and compliance with the account's service level agreements.Adjust schedules, call and skill routing based on actual performance and volumes.Provide real-time performance reports (aux activities, hold time, after call usage) and post mortem reports to Operations leaders in the established cadence.Proactively communicate intraday challenges impacting service level agreements to Operation leaders in support required actions.Provide feedback and guidance to Real Time Analysts on the team to improve performance and foster development.Identify areas of improvement and provide actionable insights to leaders.Support leaders in the execution of real-time projects/initiatives.Your profile: Valid work permit for Spain or EU Citizenship (Required).Experience: Minimum 2 years of experience in Call Center Operations, Customer Service, Business Process; 18+ months of work experience in contact center; experience in real-time analysis.Bachelor's degree or equivalent.Communication Skills: Excellent oral and written communication skills, specifically minimum C1 English level.
#J-18808-Ljbffr