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Workforce Manager Analyst w/ Fluent level of English

Key languages:
Full professional level of English
Back office & Administration

Are you enthusiastic about numbers, reports and statistics? Do you have previous experience as a Workforce Manager Report Analyst at a Contact Center? Are you passionate and focused on WFM and Staffing Optimisation? If this sound like you, get in touch!

Our client is an international contact center that is providing different services for multinational companies all around the world. They have been providing excellent service for over 80 years and continue to grow the business of all of their clients. 

Main Responsibilities

  • Produce the campaigns staffing schedules ensuring that optimisation has been considered whilst identifying new methods, strategies and opportunities
  • Analyses and communicates impacts to intra-day campaign department performance
  • Interdepartmental communication to stay informed about events and projects that could impact the department's performance
  • Give advises of optimal ad hoc meeting and training times
  • Process schedule adherence exceptions submitted by campaign team leaders
  • Analyse, Identify and communicate opportunities for improving  campaign efficiency and performance with team leaders
  • Meet department statistical agreement
  • Develop, compile and communicate intra-day and daily reports with WFM Statistics 

Core Skills/experience

  • 1+ year of workforce management experience
  • 3 years' experience in a call center environment
  • Knowledge of WFM solutions and their functionality
  • Proficient in MS Excel, Word, PowerPoint and/or Access
  • Understanding the call routing concepts & metrics
  • Strong mathematical and analytical skills with attention to detail and accuracy
  • Adept at queries, report writing and presenting of findings

What’s on offer

  • Competitive salary based on experience + gross annual bonus
  • Social activities + free coffee, tea, water
  • Great working environment and central location in Barcelona
  • 24 holidays per year
  • Stable position in an award-winning campaign
  • Extensive training provided

What will you learn?

  • How to work in a fast-moving, dynamic and international environment, dealing with all kind of different countries and cultures
  • Improve your analytical and organisation skills being able to work in different campaigns
  • Have a better oversight of the campaigns forecasting to be able to meet established performance standards
  • Communication skills being able to express to the team/department leader what practices are the best for improving the efficiency

Our recruitment process

  • Step 1: Interview with our Recruiter to get to know you better and give you advice on the recruitment process
  • Step 2: Face-to-face Interview plus and analytical test with the company’s Hiring Manager

This vacancy is unfortunately no longer open. Have a look at the other interesting openings on our website!

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