Senior Workforce Management Analyst with English
Senior Workforce Management Analyst with English
Posted on :
19-02-2025
Employer Active
1 Vacancy
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Job Description
Are you looking to be part of a forwardthinking company that values innovation teamwork and personal growth Our client is a wellestablished global player known for delivering exceptional customer experiences and cuttingedge solutions. We are on the lookout for a talented and motivated individual to join our dynamic team in Barcelona. If you are passionate about workforce management and thrive in a fastpaced multicultural environment this is your opportunity to shine!
Tasks
- Monitor realtime metrics (attendance schedule adherence average handle time etc.)
- Communicate challenges to Operations leaders
- Generate and evaluate reports on shrinkage adherence and attendance to optimize performance.
- Continuously seek opportunities to refine processes and increase effectiveness.
- Provide feedback and guidance to Workforce Analysts on the team to improve performance and foster development
- Identify trends and propose improvements to enhance operational efficiency.
Requirements
- Experience of at least 2 years in a contact center environment and a year of workforce management experience
- Excellent verbal and written communication in English C1 level
- Proficiency in Google Suite (Sheets Slides) and Microsoft Office (Excel Word)
- Understanding of WFM principles including scheduling staffing projections service level tracking and performance metrics is preferred
- Familiarity with local labor laws related to scheduling and workforce management is a plus
Benefits
- Competitive Salary
- Private health insurance after the probation period
- Daily meal allowance from day one
- Career development opportunities within an expanding international organization
- Exclusive discounts on gym memberships restaurants beauty services and more
- A vibrant and international atmosphere complete with leisure spaces featuring PlayStation table tennis and more.
Our recruitment process
- Step 1: Interview with one of our recruiters
- Step 2: Interview with HR
- Step 3: English test
- Step 4: Interview with the Hiring Manager
- Step 5: Final call
Employment Type
Full Time
Key Skills
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