Real Time Analyst (m,f) English

Job title:

Real Time Analyst (m,f) English

Company:

Personalbüro U. Herrmann

Job description

Start: asap

• Monitor and analyze real-time call center operations to ensure optimal staffing levels and service levels are met.
• Provide real-time adjustments to schedules based on call volume, agent availability, and other factors.
• Track and report on key performance metrics, including service levels, occupancy, and adherence.
• Communicate effectively with team leaders and managers regarding performance issues and scheduling adjustments.
• Support the workforce management team by preparing and analyzing reports on real-time performance and trends.
• Assist in the preparation of staffing projections and scheduling for upcoming shifts.
• Recommend and implement improvements to scheduling and real-time management processes.

REQUIREMENTS:

• Native or fluent in English (C1 level), with strong proficiency in both written and spoken communication.
• Minimum of 2 years in a call center environment, with at least 1 year in workforce management or a similar role.
• Familiarity with workforce management processes such as staffing projections, scheduling, and service level analysis.
• Strong knowledge of Google Suite (Sheets, Slides) and MS Office (Word, Excel).
• Understanding of local labor laws and regulations regarding workforce management and scheduling.
• Strong problem-solving ability, sound judgment, and the ability to make quick, data-driven decisions regarding staffing and resource allocation.

OFFER:

• Opportunities for growth in an international and multicultural workplace
• Morning, noon and evening shifts (no nights) including weekends on rotation with colleagues
• Support to reach career potential
• Comprehensive training
• Competitive compensation in line with the market
• Private medical insurance for the employee and dependents
• Dynamic and creative team with positive and friendly atmosphere

Expected salary

€20000 – 25000 per year

Location

Barcelona

Job date

Sat, 05 Apr 2025 22:25:52 GMT

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