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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