Workster is partnering with a leading BPO company to recruit a German-speaking Real Time Analyst for their Timișoara office.

In this role, you will be responsible for monitoring live operations, managing real-time queues, and ensuring that staffing resources are aligned with service demand. You will play a key role in achieving operational goals, maintaining SLA performance, and delivering actionable insights through reporting and analysis.

This is a full-time position with a hybrid work model, perfect for candidates with strong analytical skills and a passion for operational efficiency.

Key Responsibilities

  • Monitor real-time queues and allocate resources as necessary
  • Analyze operational data and provide actionable insights and recommendations
  • Ensure accurate and timely reporting, including dashboards and ad-hoc reports
  • Prepare and present data-based reports to support workforce planning
  • Adapt to changes and manage multiple priorities in a dynamic environment
  • Communicate effectively with teams across multiple locations
  • Maintain floor discipline and a productive work environment
  • Make quick and informed decisions to meet service and performance targets
  • Ensure compliance with SLA and abandon rate goals
  • Work closely with internal and external stakeholders
  • Support development of real-time performance metrics and dashboards
  • Understand and apply scheduling principles as needed

Requirements

  • Fluent German (C1) and proficient English (B2+), both written and spoken
  • 1+ year of experience in real-time queue management
  • 2+ years of experience in a call center environment
  • Strong analytical and problem-solving skills
  • Proficient in Microsoft Excel and MS Office applications
  • Familiar with contact center systems such as Avaya CMS
  • Ability to think strategically, stay focused under pressure, and prioritize tasks
  • Strong communication and collaboration skills
  • Willingness to work in a 24/5 operational environment

The Offer

  • 24/5 working schedule
  • Hybrid work model
  • Meal allowance and transportation reimbursement
  • Vacation bonus and fitness/wellness reimbursement
  • Gift vouchers for Christmas and Easter
  • Private health insurance
  • Warm team atmosphere with fun events and a dynamic work environment
  • Career growth support with tools, training, and guidance