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- Aufgaben: Monitor live performance, adjust strategies, and generate reports to enhance operations.
- Arbeitgeber: Join TELUS Digital, a global leader in customer experience and digital services.
- Mitarbeitervorteile: Enjoy relocation assistance, private health insurance, daily meal allowance, and fun office perks.
- Warum dieser Job: Be part of a dynamic team in a vibrant Barcelona office with opportunities for growth.
- Gewünschte Qualifikationen: 2 years in call center or 1 year in workforce management; strong communication skills required.
- Andere Informationen: Work in a multicultural environment with leisure activities like yoga and gaming.
Das voraussichtliche Gehalt liegt zwischen 36000 - 60000 € pro Jahr.
Description and Requirements
Are you looking to develop your career and take on larger responsibilities in an exciting and growing environment? We are currently looking for a WFM Real Time Analyst to work on a Late/Night Shift, for an office located in a very prominent location in Barcelona.
The WFM – Real Time Analyst (m/f/d) monitors and analyzes live operational performance, ensuring adherence to set schedules and swiftly adjusting strategies based on real-time data. They generate reports, document findings, and engage in root cause analysis to tackle performance issues. Additionally, the role ensures operational alignment with organizational goals.
What we offer:
- Diverse and impactful role within a thriving and dynamic company
- Relocation assistance
- Varied and challenging responsibilities
- Private health insurance after probation period and daily meal allowance from day one
- 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 with modern workspaces at the city center of Barcelona
- Positive international working environment; fun floor with PlayStation, table tennis, and many more
- Comfortable leisure areas and opportunities to join different activities like yoga or guided meditation.
- Regular fruit deliveries for a healthy lifestyle and free drinks
- Several partnerships with fitness centers, restaurants, beauty care and more
Your tasks:
- Real-Time Monitoring: Monitor billable hour projections throughout the day and alert management promptly about any risks.
- Central Communications: Ensure timely communication to relevant teams and stakeholders.
- Intra-Day Coordination: Evaluate and implement ad hoc events, and training plans for the current week in alignment with clients‘ requirements.
- Shrinkage, Adherence, and Attendance Reports: Ensure the timely delivery and analysis of these reports for performance evaluation.
- Proactive Planning and Strategy: Develop strategies for improving operations based on trends and identified areas for enhancement.
- Continuous Improvement: Focus on ongoing optimization and efficiency in operations.
- Documentation and Analysis: Keep detailed records and perform thorough analysis to inform future strategies and decisions.
Your profile:
- Experience: At least 2 years of experience in a call center and/or 1 year specifically in workforce management.
- Communication Skills: Excellent oral and written communication skills, specifically minimum B2 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.
Join our team and apply now!
If you are looking to develop your career, join our lovely team. Feel free to submit your CV (in English) including your salary expectations.
We have digitized our recruiting process and are now offering virtual job interviews to all applicants.
About us: TELUS Digital is one of the world’s leading providers of customer experience (CX) and digital services. With over 70,000 team members across the world, we provide customer service at its best in more than 50 languages for our international and well-known partners.
Equal Opportunity Employer
TELUS Digital values diversity and grants equal opportunity regardless of age, civil status, disability, gender, nationality, race, religion and political beliefs, sex or sexual orientation. At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants‘ qualifications, merits, competence and performance without regard to any characteristic related to diversity.#J-18808-Ljbffr
WFM Real Time Analyst (m/f/d) Arbeitgeber: TELUS Digital
Kontaktperson:
TELUS Digital HR Team
StudySmarter Bewerbungstipps 🤫
So bekommst du den Job: WFM Real Time Analyst (m/f/d)
✨Tip Number 1
Familiarize yourself with workforce management tools and processes. Since the role requires proficiency in Google Suite and MS Office, make sure you are comfortable using these applications to analyze data and create reports.
✨Tip Number 2
Brush up on your communication skills, especially in English. As you'll be coordinating with various teams, being able to convey information clearly and effectively is crucial for success in this role.
✨Tip Number 3
Understand the local labor laws related to workforce management. This knowledge will not only help you in your day-to-day tasks but also demonstrate your commitment to compliance and operational excellence.
✨Tip Number 4
Prepare for potential scenario-based questions during the interview. Think about how you would handle real-time operational challenges and be ready to showcase your problem-solving skills.
Diese Fähigkeiten machen dich zur top Bewerber*in für die Stelle: WFM Real Time Analyst (m/f/d)
Tipps für deine Bewerbung 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in workforce management and call center operations. Emphasize your skills in real-time monitoring, communication, and decision-making, as these are crucial for the WFM Real Time Analyst role.
Craft a Strong Cover Letter: Write a cover letter that showcases your passion for the role and the company. Mention specific experiences that demonstrate your ability to analyze operational performance and develop strategies for improvement.
Highlight Relevant Skills: In your application, clearly outline your proficiency with Google Suite and MS Office applications. Provide examples of how you've used these tools in previous roles to support your claims.
Showcase Communication Abilities: Since excellent communication skills are essential, include examples of how you've effectively communicated with teams and stakeholders in past positions. This will help demonstrate your fit for the role.
Wie du dich auf ein Vorstellungsgespräch bei TELUS Digital vorbereitest
✨Showcase Your Real-Time Monitoring Skills
Be prepared to discuss your experience with real-time monitoring and how you've successfully alerted management about risks in the past. Use specific examples to demonstrate your ability to analyze live operational performance.
✨Communicate Clearly and Effectively
Since excellent communication skills are crucial for this role, practice articulating your thoughts clearly. Be ready to explain complex concepts in a simple manner, as you will need to ensure timely communication with various teams.
✨Demonstrate Your Proficiency with Tools
Familiarize yourself with Google Suite and MS Office applications, especially Sheets and Excel. Be ready to discuss how you've used these tools in previous roles to generate reports or analyze data.
✨Understand Workforce Management Processes
Brush up on your knowledge of workforce management processes, including staffing projections and service level analysis. Be prepared to discuss how you can apply this understanding to improve operations in the new role.
