Real-Time Analyst Telus Spain

Workster is partnering with a leading BPO company to recruit a Real-Time Analyst for their team in Barcelona, Spain. This role is ideal for individuals with a strong background in call center operations and workforce management, who are adept at monitoring and optimizing real-time performance metrics. If you are analytical, proactive, and looking to advance your career in a dynamic environment, we encourage you to apply!

Your Responsibilities:

• Real-Time Monitoring: Oversee and analyze real-time call center operations to ensure optimal staffing levels and service levels are met.

• Schedule Adjustments: Provide real-time adjustments to schedules based on call volume, agent availability, and other factors.

• Performance Tracking: Track and report on key performance metrics, including service levels, occupancy, and adherence.

• Communication: Effectively communicate with team leaders and managers regarding performance issues and scheduling adjustments.

• Reporting: Support the workforce management team by preparing and analyzing reports on real-time performance and trends.

• Staffing Projections: Assist in the preparation of staffing projections and scheduling for upcoming shifts.

• Process Improvement: Recommend and implement improvements to scheduling and real-time management processes.

Your Qualifications:

• Language Proficiency: Native or fluent in English (C1 level), with strong proficiency in both written and spoken communication.

• Experience: Minimum of 2 years in a call center environment, with at least 1 year in workforce management or a similar role.

• Technical Skills: Familiarity with workforce management processes such as staffing projections, scheduling, and service level analysis.

• Software Proficiency: Strong knowledge of Google Suite (Sheets, Slides) and MS Office (Word, Excel).

• Regulatory Knowledge: Understanding of local labor laws and regulations regarding workforce management and scheduling.

• Problem-Solving Ability: Strong problem-solving skills, sound judgment, and the ability to make quick, data-driven decisions regarding staffing and resource allocation.

What We Offer:

• Working Schedule: Rotating shifts, 5 days a week, Monday to Friday.

• Health Benefits: Private health insurance after the probation period.

• Dynamic Work Environment: Work as part of a dynamic and multicultural team.

• Wellness Perks: Regular fruit deliveries for a healthy lifestyle and free drinks.

• Employee Wellness Schemes: Partnerships with fitness centers, restaurants, and beauty care providers.