.JobbeschreibungAre 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 for an office located in a very prominent location in Barcelona.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 assistanceDiverse and impactful role within a thriving and dynamic companyPrivate 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 meditation.Regular fruit deliveries for a healthy lifestyle and free drinksSeveral partnerships with fitness centers, restaurants, beauty care, and moreYour tasks :Monitor intraday metrics (volumes, productivity, internal and external production KPIs) to ensure proper staffing levels and compliance with the account's service level agreementsAdjust 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 cadenceProactively communicate intraday challenges impacting service level agreements to Operation leaders in support required actionsProvide feedback and guidance to Real Time Analysts on the team to improve performance and foster developmentIdentify areas of improvement and provide actionable insights to leadersSupport leaders in the execution of real-time projects/initiativesYour profile :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-timeanalysis.Bachelor's degree or equivalentCommunication Skills: Excellent oral and written communication skills, specifically minimum C1 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