Do you keep a cool head when multiple inquiries arrive simultaneously and have good time management skills? Do you enjoy working at TELUS and are you looking for a new challenge?
Position summary
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 to that the role ensures operational alignment with organizational goals.
Your benefits:
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Career Advancement in a Growing International Company: Explore advanced career opportunities in our rapidly expanding international company.
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Modern Workspace in the Heart of Essen: Immerse yourself in a fantastic office with contemporary workspaces in Essen's city center.
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Flexibility: Hybrid working model, hardware is provided by us.
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Collaboration in a Dynamic and Multicultural Team: Join a vibrant, multicultural team with open communication and a flat hierarchy.
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Employee Referral Bonus Programs: Benefit from attractive employee referral bonus programs for bringing in top talent.
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Positive International Work Environment: Thrive in a positive, collaborative international work culture that values diversity.
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Intriguing and Diverse Responsibilities: Experience engaging and diverse responsibilities, contributing to exciting projects.
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Relaxation and Recreation Spaces: Unwind in our Fun Floor with games and participate in wellness activities like yoga.
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Wellness and Perks: Enjoy office perks, including regular fruit deliveries, and a comfortable work atmosphere.
Your tasks:
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Real-Time Monitoring: Monitor billable hour projections throughout the day and alert management promptly about any risks.
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Central Communications: Ensure timely communication to relevant teams and stakeholders.
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Intra-Day Coordination: Evaluate and implement ad hoc events, and training plans for the current week in alignment with clients requirements.
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Shrinkage, Adherence, and Attendance Reports: Ensure the timely delivery and analysis of these reports for performance evaluation.
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Proactive Planning and Strategy: Develop strategies for improving operations based on trends and identified areas for enhancement.
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Continuous Improvement: Focus on ongoing optimization and efficiency in operations.
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Documentation and Analysis: Keep detailed records and perform thorough analysis to inform future strategies and decisions.
Your profile:
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Experience: At least 2 years of experience in a call center and/or 1 year specifically in workforce management.
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Communication Skills: Excellent oral and written communication skills, specifically minimum B2 English level.
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Understanding of WFM: Familiarity with workforce management processes, including staffing projections, scheduling, service level analysis, and metrics monitoring is preferred.
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Proficiency in Tools: Above-average knowledge of Google Suite applications (Sheets, Slides) and MS Office applications (Word, Excel).
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Knowledge of Labor Laws: Understanding of local country labor laws and regulations related to workforce management and scheduling is preferred.
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Decision-making Skills: Ability to showcase innovation, good judgment, and problem-solving skills when making decisions related to scheduling and resource allocation.
We will need these documents:
Cover letter, that explains your motivation and expectations for your new role
Extended Curriculum Vitae
Join our team and apply now!
Our recruiting team will gladly answer all your questions at +49 201 2587 0006. We are looking forward to your informative application. We have digitized our recruiting process and are now offerin