WFM Real Time Analyst (m/f/d)

Description and Requirements

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

If you are interested to progress your career in Workforce management, we have a great opportunity to join our Essen team as WFM Real Time Analyst (m/f/d) (full time role). As a Real Time Analyst you will use your expertise to monitor and analyze real time/ intraday operations performance. You verify attendance and produce intraday reporting to ensure service level agreements are met.

In this role you will:

• Monitor real time metrics (attendance schedule adherence, average handle time- AHT, automatic call distribution- ACD- talk time, after call work- ACW) to ensure proper staffing levels and compliance with the account's service level agreements
• 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
• Support communication with team leaders and frontline team members

Core competencies:

• Giving support, focusing on customers, embracing technology, managing self-development

Functional competencies:

• Knowledge of real time monitoring and reporting
• Analytical and problem solving skills
• Ability to work in a fast paced environment

This role is for you if:

• You have previous work experience in contact center/BPO and interest and understanding of Workforce management
• Experience in WFM is a plus, but not required
• High school degree
• CEFR C1 English (oral/ written), German proficiency is a plus but not required

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
• 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

Please apply now for immediate consideration!