
DESCRIPTION
Your 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.
REQUIREMENTS
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 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.
- Decision-making Skills: Ability to showcase innovation, good judgment, and problem-solving skills when making decisions related to scheduling and resource allocation.
OFFER
What we offer:
- Diverse and impactful role within a thriving and dynamic company
- Relocation assistance
- 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
SKILLS
Organization Skills
Trustworthy
Communication
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