Apply now and join our growing team and progress your career in WFM!

As a Workforce Management (WFM) Senior Real Time Analyst you will use your expertise to monitor and analyze intraday operations performance. You verify attendance and produce intraday reporting to ensure service level agreements are met. You contribute to the improvement of performance and development of the team. You support the execution of real time projects/ initiatives.

We are offering a welcome bonus of €1,000 for successful candidates for this position. If you are based in a different location, but interested in moving to Germany, we would be happy to discuss and support successful candidates with relocation to Essen.

Your tasks:

• Monitor intraday metrics (volumes, productivity, internal and external production KPIs) to ensure proper staffing levels and compliance with the account’s service level agreements

• Adjust schedules, call and skill routing based on actual performance and volumes.

• Provide real-time performance reports (aux activities, hold time, after call usage) and post mortem reports to Operations leaders in the established cadence

• Proactively communicate intraday challenges impacting service level agreements to Operation leaders in support required actions

• Provide feedback and guidance to Real Time Analysts on the team to improve performance and foster development

• Identify areas of improvement and provide actionable insights to leaders

• Support leaders in the execution of real time projects/ initiatives

Your profile:

• Experience: Previous experience in Workforce Management, Real time analysis, Familiarity with workforce management processes, including staffing projections, scheduling, service level analysis, and metrics monitoring.

• Previous Call Center Operation/BPO

• Bachelor’s degree or equivalent

• Communication Skills: Excellent verbal and written communication skills, specifically minimum C1 English level. German proficiency is a plus but not required

• Good knowledge of Google Suite applications (Sheets, Slides) and MS Office applications (Word, Excel).

• Knowledge of Labor Laws: Understanding of local country labor laws and regulations related to workforce management and scheduling is preferred.

• Decision-making Skills: Ability to showcase innovation, good judgment, and problem-solving skills when making decisions related to scheduling and resource allocation.

What we offer:

• €1,000 welcome bonus

• Working as part of a dynamic and multicultural team, with flat hierarchies and a first-name workplace culture

• Advanced job opportunities in our internationally growing company

• Great office at the city center of Essen

• If you are based in a different location, but interested in moving to Germany, we would be happy to discuss and support successful candidates with relocation to Essen.

• Positive international working environment

• Fun Floor with PlayStation, table tennis, and much more

• Appealing benefits in the office, regular fruit deliveries for a healthy lifestyle, and free drinks

• Attractive employee referral bonus programs

• Intriguing and diverse responsibilities