Real Time Analyst

David Kennedy Recruitment is working with a leading BPO company which is looking to recruit for a Real Time Analyst to join their team in Barcelona, Spain.

Role : Real Time Analyst

Location : Barcelona, Spain

Employment type : Full time

DUTIES AND RESPONSIBILITIES :

• Monitor and analyze real-time call center operations to ensure optimal staffing levels and service levels are met.
• Provide real-time adjustments to schedules based on call volume, agent availability, and other factors.
• Track and report on key performance metrics, including service levels, occupancy, and adherence.
• Communicate effectively with team leaders and managers regarding performance issues and scheduling adjustments.
• Support the workforce management team by preparing and analyzing reports on real-time performance and trends.
• Assist in the preparation of staffing projections and scheduling for upcoming shifts.
• Recommend and implement improvements to scheduling and real-time management processes.

REQUIREMENTS :

• Native or fluent in English (C1 level), with strong proficiency in both written and spoken communication.
• Minimum of 2 years in a call center environment, with at least 1 year in workforce management or a similar role.
• Familiarity with workforce management processes such as staffing projections, scheduling, and service level analysis.
• Strong knowledge of Google Suite (Sheets, Slides) and MS Office (Word, Excel).
• Understanding of local labor laws and regulations regarding workforce management and scheduling.
• Strong problem-solving ability, sound judgment, and the ability to make quick, data-driven decisions regarding staffing and resource allocation.

OFFER :

• Working Schedule : Rotating shifts, 5 days a week, Mon-Friday
• Working as part of a dynamic and multicultural team
• Regular fruit deliveries for a healthy lifestyle and free drinks
• Employee wellness schemes to include partnerships with fitness centers, restaurants, and beauty care