WFM Senior Real Time Analyst (m/d/f) - Relocation to Essen, Germany

Our team is currently seeking reinforcement as a WFM Senior Real Time Analyst / Traffic Analyst for our location in Essen, Germany.

As a WFM Senior Real Time Analyst you will use your expertise to monitor and analyze intraday operations performance. You’ll 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.

Overview of 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 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

Competencies:

• Core competencies:
• Giving support, focusing on customers, embracing technology, managing self-development
• Functional competencies:
• Knowledge of intraday monitoring and reporting
• Knowledge of service level management, line adherence management, forecasting, rescheduling, call and routing management
• Analytical and complex problem solving skills
• Ability to work in a fast paced environment

What we expect:

• Willingness to relocate to Germany
• Minimum 2 years of experience in Call Center Operations, Customer Service, Business Process
• 18+ months of work experience in contact center
• Experience in real time analysis
• Bachelor’s degree or equivalent
• CEFR C1 English (oral/ written)

What we offer:

• 1,000 EUR signing bonus
• Relocation support
• 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!

We require the following documents:

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

Our recruiting team will gladly answer all your questions. We have digitized our recruiting process and are now offering virtual job interviews to all applicants. Only shortlisted candidates will be contacted.

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.