Job Description:
We are looking for a proactive and detail-oriented Workforce Management Intraday Analyst to join our team. The successful candidate will be responsible for real-time monitoring and managing workforce performance to ensure optimal staffing levels and service delivery. This role involves analyzing intraday and historical performance data, identifying trends and potential issues, responding to real-time challenges, providing performance reports, and collaborating with various stakeholders to enhance operational efficiency.
Key Responsibilities:
• Real-Time Monitoring: Continuously monitor call volumes, service delivery, and agents’ performance to ensure adherence to schedules and optimal delivery.
• Intraday Analysis: Analyze intraday performance data to identify trends, forecast variances, and recommend staffing adjustments to meet operational goals.
• Schedule Management: Adjust and optimize schedules based on real-time data, including managing leaves and shift changes.
• Stakeholder Communication: Facilitate real-time discussions with internal and external stakeholders to address operational challenges and provide updates on performance.
• Reporting: Generate and distribute daily, weekly, and ad-hoc performance reports to management and other stakeholders.
• Problem Solving: Conduct root-cause analysis to determine reasons for delivery variances and recommend changes to improve operational delivery and effectiveness
Qualifications:
• University degree.
• Proficiency in German at the C1 level.
• Good command of English, both written and spoken.
• Very good command of Microsoft Excel.
• Excellent communication and interpersonal skills to effectively collaborate with team members and stakeholders.
• Strong analytical, problem-solving, and numeric skills.
• Detail-oriented with strong organizational skills.
Preferred Skills (not mandatory but considered an added value if available):
• Experience in call center operations.
• Good knowledge of Microsoft SharePoint and Power platform tools (Power BI, Excel Power Query, Power Automate, Power Apps).