Real-Time Analyst

hace 3 días

Barcelona, España Daniel's Dynamic Hires A tiempo completo

Real-Time Analyst Location: Barcelona, SpainEmployment Type: Full-timeRemuneration: 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 environment. What We Offer Flexible Work Schedule: Rotating shifts, 5 days a week (Monday-Friday). Private Health Insurance: Provided after the probation period for added security and peace of mind. Multicultural Work Environment: Be part of a dynamic, diverse team in an exciting international setting. Healthy Lifestyle Perks: Enjoy regular fruit deliveries and free drinks to keep you energized. Employee Wellness Benefits: Access exclusive discounts on fitness centers, restaurants, and beauty care services. Department: OperationsLocation: Barcelona, Spain Interested? Apply today and take the next step in your career Working Place: Barcelona, Spain

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