Quality Assurance Analyst, Customer Service

Are you passionate about optimizing call center operations in a dynamic and fast-paced environment? We're looking for a Real-Time Analyst to join our growing team in Barcelona!

Key Responsibilities:

1. Monitor and analyze real-time call center operations to ensure optimal staffing levels and service targets are met.
2. Adjust schedules in real-time based on call volume, agent availability, and other key factors.
3. Track and report on vital performance metrics, including service levels, occupancy, and adherence.
4. Communicate effectively with team leaders and managers regarding performance issues and necessary scheduling adjustments.
5. Support the workforce management team by preparing and analyzing real-time performance data and trends.
6. Assist in the preparation of staffing projections and scheduling for future shifts.
7. Recommend and implement improvements to scheduling processes and real-time management strategies.

What We're Looking For:

1. Language skills: Native or fluent in English (C1 level) with excellent written and spoken communication abilities.
2. Experience: Minimum of 2 years in a call center environment, including at least 1 year in workforce management or a similar role.
3. Technical skills: Familiarity with workforce management processes like staffing projections, scheduling, and service level analysis. Strong proficiency with Google Suite (Sheets, Slides) and MS Office (Word, Excel).
4. Knowledge: Understanding of local labor laws and regulations regarding workforce management and scheduling.
5. Skills: Strong problem-solving abilities, sound judgment, and the ability to make quick, data-driven decisions related to staffing and resource allocation.

What We Offer:

1. Rotating Shifts: 5 days a week (Monday - Friday).
2. Health Benefits: Private health insurance after the probation period.
3. Team Environment: Work within a dynamic, multicultural team.
4. Wellness Perks: Regular fruit deliveries, free drinks, and employee wellness schemes, including partnerships with fitness centers, restaurants, and beauty services.

Ready to take on a new challenge and thrive in a fast-paced, rewarding environment? Apply now and become a vital part of our team in Barcelona!