Are you passionate about optimizing call center operations in a dynamic and fast-paced environment? We're looking for a Real-Time Analyst to join our growing team in Barcelona
Key Responsibilities:
- Monitor and analyze real-time call center operations to ensure optimal staffing levels and service targets are met.
- Adjust schedules in real-time based on call volume, agent availability, and other key factors.
- Track and report on vital performance metrics, including service levels, occupancy, and adherence.
- Communicate effectively with team leaders and managers regarding performance issues and necessary scheduling adjustments.
- Support the workforce management team by preparing and analyzing real-time performance data and trends.
- Assist in the preparation of staffing projections and scheduling for future shifts.
- Recommend and implement improvements to scheduling processes and real-time management strategies.
What We're Looking For:
- Language skills: Native or fluent in English (C1 level) with excellent written and spoken communication abilities.
- Experience:
Minimum of 2 years in a call center environment, including at least 1 year in workforce management or a similar role.
- Technical skills: Familiarity with workforce management processes like staffing projections, scheduling, and service level analysis. Strong proficiency with Google Suite (Sheets, Slides) and MS Office (Word, Excel).
- Knowledge: Understanding of local labor laws and regulations regarding workforce management and scheduling.
- Skills: Strong problem-solving abilities, sound judgment, and the ability to make quick, data-driven decisions related to staffing and resource allocation.
What We Offer:
- Rotating Shifts: 5 days a week (Monday - Friday).
- Health Benefits: Private health insurance after the probation period.
- Team Environment: Work within a dynamic, multicultural team.
- Wellness Perks: Regular fruit deliveries, free drinks, and employee wellness schemes, including partners