Wfm - Senior Real Time Analyst (M/F/D)

hace 2 semanas

Barcelona, España buscojobs España A tiempo completo

Are you looking to develop your career and take on larger responsibilities in an exciting and growing environment? We are currently looking for a WFM Senior Real Time Analyst for an office located in a very prominent location in Barcelona.

As a WFM Senior Real Time Analyst, you use your expertise to monitor and analyze intraday operations performance. You verify attendance and produce intraday reporting to ensure service level agreements are met.

You contribute to the improvement of performance and development of the team. You support the execution of real-time projects/initiatives.

What we offer:

  • Relocation assistance
  • Diverse and impactful role within a thriving and dynamic company
  • 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
  • Monitor intraday metrics (volumes, productivity, internal and external production KPIs) to ensure proper staffing levels and compliance with the account’s service level agreements
  • Adjust schedules, call and skill routing based on actual performance and volumes
  • Provide real-time performance reports (aux activities, hold time, after call usage) and post mortem reports to Operations leaders in the established cadence
  • Proactively communicate intraday challenges impacting service level agreements to Operation leaders in support required actions
  • Provide feedback and guidance to Real Time Analysts on the team to improve performance and foster development
  • Identify areas of improvement and provide actionable insights to leaders
  • Support leaders in the execution of real-time projects/initiatives

Your profile:

  • Experience: Minimum 2 years of experience in Call Center Operations, Customer Service, Business Process; 18+ months of work experience in contact center; experience in real-time analysis.
  • Bachelor’s degree or equivalent
  • 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.

Join our team and apply now

If you are looking to develop your career, join our lovely team. Feel free to submit your CV (in English) including your salary expectations.

About us: TELUS Digital is one of the world's leading providers of customer experience (CX) and digital services. With over 70,000 team members across the world, we provide customer service at its best in more than 50 languages for our international and well-known partners.

Equal Opportunity Employer

TELUS Digital values diversity and grants equal opportunity regardless of age, civil status, disability, gender, nationality, race, religion and political beliefs, sex or sexual orientation. At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace.

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