The Offer
* Work within a company with a solid track record of success
* Excellent career development opportunities
* Great work environment
The Job
Job Description
As a Senior Real-Time Analyst, you will assist in the execution of real-time projects and initiatives and more.
Detailed Duties and Responsibilities
* Provide real-time and post-mortem performance reports to Operations leaders.
* Identify improvement opportunities and provide actionable insights to leadership.
* Monitor intraday metrics (volumes, productivity, KPIs) to ensure staffing levels align with service level agreements.
* Offer feedback and guidance to team members for performance improvement and development.
* Assist in the execution of real-time projects and initiatives.
* Communicate intraday challenges impacting service levels and recommend actions.
* Adjust schedules and call/skill routing based on real-time performance and volumes.
The Profile
Targeted Qualifications
* Fluency in English Language, C1 level.
* Proficient in using common WFM software and productivity tools.
* Bachelor’s degree or equivalent.
* Strong decision-making, problem-solving, and resource allocation skills.
* Min. 2 years experience in Call Center Operations or Customer Service.
* Min 1.5 years+ previous experience in real-time analysis.
* Knowledge of local labor laws related to workforce management and scheduling.
* Familiarity with workforce management processes (staffing, scheduling, service levels, metrics).
Interpersonal Skills
* Communicative, Speak and/or write well and get your ideas across to others easily.
* Interpreter, Look at things and make sense of them, figure what is needed and how to fulfil it.
* Confident, Pleasant, Energetic, Helpful, Trustworthy
* Efficient, Perform tasks in the fastest and simplest ways that they can be done.
* Organized and punctual, put things in order so that they run smoothly and are always on time.
* Flexible, Can carry different responsibilities, sometimes with very little advanced notice.
* Listen, Listen/pay attention to what others are saying, without daydreaming or judging them.
* Precise, Make sure that things are done accurately, correctly, and exactly.
* Willingness to acquire new knowledge.
* Service Customers, be friendly patient, and polite with customers and try your best to service their needs/wants.
Offer & Benefits
* Salary: Kindly share your salary expectations.
* Office Based – Essen, Germany Or Barcelona, Spain
* Rotating Shifts: 3:00pm-11:00pm or 11:00pm-7:00am.
* Private health insurance after probation period.
* Employee wellness schemes to include partnerships with fitness centers, restaurants, and beauty care.
* A global team committed to the company values.
* A dynamic work environment in a dynamically international company.
The Employer
Our client was founded to help people find their dream job, and help employers find the right candidates.