Senior Real Time Analyst (traffic) (m/f/d)

As a 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 contribute to the improvement of performance and development of the team, and 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 of 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.

Your profile:

Experience: Minimum 2 years of experience in Call Center Operations, Customer Service, and 18+ months of work experience in contact center; experience in real-time analysis.

Bachelor's degree or equivalent.

Communication Skills: Excellent oral and written communication skills, specifically minimum C1 English level.

Understanding of WFM: Familiarity with workforce management processes, including staffing projections, scheduling, service level analysis, and metrics monitoring is preferred.

Proficiency in Tools: Above-average 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.

What we offer:

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.

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: Since founded in 1998, excellent customer service is our passion - in 2020 we went one step further and are now part of TELUS Digital. Since then, over 70,000 team members are providing customer service at its best in more than 50 languages for international and well-known partners.

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