Real Time Analyst

Contract Type: Full-Time 
Location: Barcelona, Spain

Role Introduction

We are looking for an experienced Real-Time Analyst to become a vital part of a dynamic team. In this role, you will be responsible for dynamic workforce management to ensure that our operational teams are consistently performing at their best. Through monitoring and reporting, you will help maximise service delivery and contribute to the seamless execution of our projects.

Key Responsibilities

• Oversee and evaluate real-time operations of the call center to maintain optimal staffing and meet service level objectives.
  
• Adjust schedules in real-time based on call volume, agent availability, and other influencing factors.
  
• Monitor and report key performance indicators such as service levels, occupancy rates, and adherence to schedules.
  
• Communicate performance issues and schedule adjustments effectively with team leaders and managers.
  
• Assist the workforce management team by preparing and analyzing real-time performance reports and identifying trends.
  
• Contribute to staffing projections and schedule preparation for upcoming shifts.
  
• Suggest and implement improvements to scheduling and real-time management processes.

Skills and Qualifications

• Native or fluent in English (C1 level), with excellent written and spoken communication skills.
  
• At least 2 years of experience in a call center environment, including at least 1 year in workforce management or a related role.
  
• Familiarity with workforce management processes like staffing projections, scheduling, and service level analysis.
  
• Proficiency in Google Suite (Sheets, Slides) and MS Office (Word, Excel).
  
• Knowledge of local labor laws and regulations related to workforce management and scheduling.
  
• Strong problem-solving skills, sound judgment, and the ability to make fast, data-informed decisions on staffing and resource allocation.

Benefits

• Rotating shifts, 5 days a week (Monday to Friday).
  
• Private health insurance after the probation period.
  
• Work within a dynamic and multicultural team.
  
• Regular deliveries of fresh fruit and free drinks to promote a healthy lifestyle.
  
• Employee wellness programs, including partnerships with fitness centers, restaurants, and beauty care services.

Application and Diversity Policy

We welcome applications from all qualified individuals, regardless of gender or background. Please submit your CV detailing your experiences and achievements, with no requirement for a cover letter. Feel free to include any personal introductions that may enhance your candidacy.

We are committed to diversity and equality in our hiring practices, aiming to create an inclusive environment where all team members can thrive and contribute to our success.

Place of work