Job Opportunity: Real-Time Analyst -… at Cross Border… · Barcelona

Are you passionate about optimizing call center operations in a dynamic and fast-paced environment? We're looking for a Real-Time Analyst to join our growing team in Barcelona!

Key Responsibilities:

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

What We're Looking For:

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

What We Offer:

• Rotating Shifts: 5 days a week (Monday - Friday).
• Health Benefits: Private health insurance after the probation period.
• Team Environment: Work within a dynamic, multicultural team.
• Wellness Perks: Regular fruit deliveries, free drinks, and employee wellness schemes, including partnerships with fitness centers, restaurants, and beauty services.

Ready to take on a new challenge and thrive in a fast-paced, rewarding environment? Apply now and become a vital part of our team in Barcelona!