WFM Real Time Analyst m / f / d

We are searching for support as a WFM Real Time Analyst (m/f/d) on a full-time basis for our team in Essen. If you are based in a different location, but interested in relocation, we would be happy to discuss and support successful candidates with relocation to Essen.
As a Real Time Analyst you’ll use your expertise to monitor and analyze real time/ intraday operations performance. You will verify attendance and produce intraday reporting to ensure service level agreements are met.

Overview of tasks:

• 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 member

• 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
   

What we expect:

• 8+ months of work experience in contact center; workforce management experience is a plus
• High school degree
• CEFR C1 English (verbal/ written)

• 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
• Relocation support for candidates based outside of Essen (as applicable)
• 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

• Ingyen gyümölcs, nasi
• Ingyen kávé, üdítő

About us: Since founded in 1998, excellent customer service is our passion - 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.

We require the following documents:

• Cover letter that explains your motivation and expectations for your new role
• Extended Curriculum Vitae
• English Certificate
   

Join our team and apply now!