Workster is partnering with a leading BPO company to recruit a WFM Senior Real-Time Analyst for their teams in Barcelona, Spain, and Essen, Germany. This role is ideal for individuals with a strong background in call center operations and real-time workforce management, who are adept at monitoring intraday metrics and optimizing staffing levels.

If you are analytical, proactive, and looking to advance your career in a dynamic environment, we encourage you to apply!

Your Responsibilities:

  • Intraday Monitoring: Oversee real-time metrics, including call volumes, agent productivity, and key performance indicators (KPIs), to ensure alignment with service level agreements (SLAs).
  • Schedule Adjustments: Modify agent schedules and adjust call or skill routing based on real-time performance data and call volumes.
  • Performance Reporting: Generate and deliver both real-time and post-mortem performance reports to operations leaders, providing insights into service level achievements and areas for improvement.
  • Issue Communication: Proactively communicate intraday challenges that may impact service levels and recommend actionable solutions.
  • Team Development: Provide constructive feedback and guidance to team members to foster performance improvement and professional development.
  • Process Improvement: Identify opportunities for operational enhancements and offer actionable insights to leadership.
  • Project Support: Assist in the execution of real-time projects and initiatives aimed at improving efficiency and service delivery.

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 call center operations or customer service, with at least 18 months in real-time analysis.
  • Educational Background: Bachelor’s degree or equivalent experience.
  • WFM Knowledge: Familiarity with workforce management processes, including staffing, scheduling, service level monitoring, and performance metrics.
  • Technical Proficiency: Proficient in using common office software and productivity tools.
  • Regulatory Awareness: Knowledge of local labor laws related to workforce management and scheduling is preferred.
  • Analytical Skills: Strong decision-making, problem-solving, and resource allocation abilities.

What We Offer:

  • Relocation Assistance: Support for candidates moving to Barcelona or Essen.
  • Working Schedule: Rotating late/night shifts (3 PM–11 PM or 11 PM–7 AM).
  • Health Benefits: Private health insurance after the probation period.
  • Dynamic Work Environment: Be 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.