WFM - Real Time Analyst (m/f/d)

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.

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.

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