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

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

This role is for you if you:

• Have previous experience in Workforce management team and good understanding of WFM processes, including staffing projections, scheduling, service level analysis, and metrics monitoring.
• Bachelor’s degree or equivalent
• Excellent verbal and written communication skills, specifically minimum C1 English level, proficiency in Spanish isn't 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.
• Comfortable working on a rotating schedule across Monday-Sunday shifts

What we offer:

• Relocation Assistance for candidates based outside of Spain and ready to relocate to Barcelona
• Welcome bonus of 1,000€ for successful candidates
• Full time, permanent position
• 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 Barcelona
• 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

Join our team and apply now!

Our recruiting team will gladly answer all your questions. We are looking forward to your informative application. We have digitized our recruiting process and are now offering virtual job interviews to all applicants.

About us: TELUS Digital is one of the world's leading providers of customer experience (CX) and digital services. With over 70,000 team members across the world, we provide customer service at its best in more than 50 languages for our international and well-known partners.

Equal Opportunity Employer

TELUS Digital values diversity and grants equal opportunity regardless of age, civil status, disability, gender, nationality, race, religion and political beliefs, sex or sexual orientation. At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants' qualifications, merits, competence and performance without regard to any characteristic related to diversity.

Applicants with special needs will be given preferential consideration if they are equally qualified.