Job Description
We are currently recruiting for a Workforce Management Senior Real Time Analyst to join our clients team in either Barcelona, Spain or Essen, Germany.
DUTIES AND RESPONSIBILITIES:
- Monitor intraday metrics (volumes, productivity, KPIs) to ensure staffing levels align with service level agreements.
- Adjust schedules and call/skill routing based on real-time performance and volumes.
- Provide real-time and post-mortem performance reports to Operations leaders.
- Communicate intraday challenges impacting service levels and recommend actions.
- Offer feedback and guidance to team members for performance improvement and development.
- Identify improvement opportunities and provide actionable insights to leadership.
- Assist in the execution of real-time projects and initiatives.
REQUIREMENTS
- C2 level or C1 Fluency in English, with strong proficiency in both...