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Ficha de la oferta

Senior Workforce Management Analyst

- Telecomunicaciones

As a real time analyst you will be responsible for managing real time contact volume and staffing in order to enable departments to meet established performance standards. Detalles del cliente Our client is one of the biggest call centres in Barcelona that works for the most important company in Europe. Descripción de la oferta * Perform real-time performance related monitoring to help business areas ensure adequate staffing and make recommendations on daily basis about adjusting staff schedules to support target performance.

* Monitor the workflow of assigned departments real time for schedule adherence

* Analyse and communicate impacts to intra-day campaign department performance.

* Communicate with departments to stay informed about events and projects that could impact the department's performance.

* Develop, compile and communicate intra-day and daily reports with Workforce Management statistics, such as Service Level, Average Speed of Answer, Abandonment Rate, Adherence, and Utilization.

* Advise of optimal ad hoc meeting and training times

* Processe schedule adherence exceptions submitted by campaign team leaders.

* Continually analyse, identify and communicate opportunities for improving campaign efficiency and performance with team/department leaders.

* Evaluate vacation/sick for the day and recommends necessary adjustments

* Collaborate with departments to meet department statistical agreements Perfil del candidato * At least 2 years of relevant workforce management experience

* Minimum 3 years' experience in a call centre environment

* Understands call routing concepts & metrics; understands how they impact staffing realities.

* Knowledge of workforce management solutions and their functionality

* Proficient in MS Excel, Word, PowerPoint and/or Access

* Strong mathematical and analytical skills with the ability to collect, organise, analyse and disseminate significant amounts of information with attention to detail and accuracy.

* Adept at queries, report writing and presenting of findings

* Strong verbal and strong communication skills.

* Strong attention to detail Oferta de empleo * Competitive Salary D.O.E + gross annual bonus;

* Excellent multicultural work environment;

* Convenient office location in the centre of Barcelona;

* 24 holidays per year;

* Kitchen facilities and free coffee, tea, water; Social activities (parties, sport events...).

Senior Workforce Management Analyst (Atención al cliente)
1 Vacante(s)


Experiencia Laboral Al menos 0 año
Estudios mínimos Licenciatura
Requisitos mínimos - 2 years of relevant workforce management experience;
- 3 years' experience in a call centre environment;
- Understand call routing concepts & metrics;
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