Location: Barcelona, Spain
Employment Type: Full-time
Remuneration: Base salary
Duties and Responsibilities
Monitor & Analyze: Oversee real-time call center operations to ensure optimal staffing levels and that service level targets are consistently met.
Real-Time Adjustments: Make immediate scheduling changes based on fluctuating call volume, agent availability, and other operational factors to maintain efficiency.
Performance Tracking: Track, measure, and report on key performance metrics such as service levels, occupancy, and agent adherence to schedules.
Effective Communication: Work closely with team leaders and managers, providing insights and recommendations on performance trends and necessary schedule modifications.
Data-Driven Insights: Support the Workforce Management team by preparing and analyzing detailed reports on real-time performance, trends, and potential process improvements.
Proactive Planning: Assist in forecasting staffing requirements and preparing schedules for upcoming shifts to maintain service excellence.
Process Improvement:
Continuously evaluate and enhance workforce scheduling processes to increase efficiency and effectiveness.
Requirements
Language Skills: Native or fluent in English (C1 level) with strong verbal and written communication skills.
Experience: Minimum 2 years in a call center environment, including at least 1 year in workforce management or a similar role.
Technical Proficiency: Familiarity with workforce management processes such as staffing projections, scheduling, and service level optimization.
Software Knowledge: Strong proficiency in Google Suite (Sheets, Slides) and MS Office (Word, Excel) for data analysis and reporting.
Legal Compliance: Good understanding of local labor laws and regulations related to workforce management and scheduling.
Problem-Solving Skills: Ability to make quick, data-driven decisions, apply sound judgment, and efficiently allocate resources in a fast-paced
📌 Real-Time Analyst (Barcelona)
🏢 Daniel's Dynamic Hires
📍 Barcelona
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