Talent.com
Diese Stelle ist in deinem Land nicht verfügbar.
Senior Workforce Management Analyst

Senior Workforce Management Analyst

Salve.Inno ConsultingEssen, North Rhine-Westphalia, Germany
Vor 17 Tagen
Stellenbeschreibung

Overview :

We are excited to announce an opportunity for an experienced professional to join our team as a Senior Workforce Management Analyst. This integral position focuses on enhancing workforce efficiency and strategic planning across our organisation. We are seeking an individual with exceptional analytical capabilities a strategic mindset and substantial experience in workforce management to drive operational success.

Duties and Responsibilities :

  • Monitor key intraday metrics (such as volumes productivity and KPIs) to ensure that staffing aligns with service level agreements.
  • Adjust schedules and routing for calls and skills based on realtime performance data and volume fluctuations.
  • Prepare and present both realtime and postevent performance reports for Operations leadership.
  • Communicate any challenges that affect service levels and propose corrective actions.
  • Provide feedback and support to team members to enhance performance and professional development.
  • Identify opportunities for improvement and offer actionable insights to leadership.
  • Contribute to the implementation of realtime projects and initiatives.

Requirements :

  • Native or fluent in English (C1 level) with strong written and verbal communication skills.
  • At least 2 years of experience in Call Center Operations or Customer Service with a minimum of 18 months in realtime analysis.
  • A Bachelors degree or equivalent experience.
  • Familiarity with workforce management processes (staffing scheduling service levels and metrics) is preferred.
  • Proficiency in standard office software and productivity tools.
  • Knowledge of local labor laws related to workforce management and scheduling is a plus.
  • Strong decisionmaking problemsolving and resource allocation skills.

    • Offer :

  • Relocation assistance provided.
  • Rotating late / night shifts (3 : 00 PM11 : 00 PM or 11 : 00 PM7 : 00 AM).
  • Private health insurance after the probation period.
  • Join a dynamic and multicultural team.
  • Regular fruit deliveries and complimentary drinks for a healthy lifestyle.
  • Employee wellness programs including partnerships with fitness centers restaurants and beauty care services.

    • Application Process

    If you are enthusiastic about applying your workforce management expertise to support our team we invite you to apply. Please submit your CV and a cover letter detailing your experience and vision for enhancing our workforce strategy.

    Commitment to Diversity and Inclusion

    We are committed to creating a diverse and inclusive environment. We welcome applications from all individuals recognising that diversity strengthens our team and enhances our companys success.

    Key Skills

    Active Directory,Customer Service,End user,Access Points,Deskside Support,Windows,SCCM,Troubleshoot,User Accounts,Desktop,PC,Backup,Setup,hardware,Technical Support

    Employment Type : Full Time

    Experience : years

    Vacancy : 1