WFM Senior Real Time Analyst

Role: WFM Senior Real Time Analyst

Location: Barcelona, Spain OR Essen, Germany

Employment type: Contract

Remuneration: Base salary

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

• Native or fluent in English (C1 level), with strong proficiency in both written and spoken communication.
• Minimum 2 years' experience in Call Center Operations or Customer Service, with 18+ months in real-time analysis.
• Bachelors degree or equivalent.
• Familiarity with workforce management processes (staffing, scheduling, service levels, metrics) preferred.
• Proficient in using common office software and productivity tools.
• Knowledge of local labor laws related to workforce management and scheduling preferred.
• Strong decision-making, problem-solving, and resource allocation skills.

OFFER

• Relocation assistance is available
• Working Schedule; Rotating Late/Night shifts (3pm-11pm or 11pm-7am)
• Private health insurance after probation period
• Working as part of a dynamic and multicultural team
• Regular fruit deliveries for a healthy lifestyle and free drinks
• Employee wellness schemes to include partnerships with fitness centers, restaurants, and beauty care

To apply for this position and to explore many other exciting opportunities, visit and apply through our career page: https://www.careers-page.com/toptalent-2