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We are seeking a WFM Real-Time Analyst to monitor and manage day-to-day customer service operations in real time.
This role requires strong attention to detail, fast decision-making, and the ability to respond quickly to changing operational demands. You will support both the internal WFM team and operational leaders by providing real-time insights, action plans, and performance guidance to ensure efficiency and service excellence.
Qualifications:
High School Diploma or equivalent.
Advanced German and English Skills.
Ability to work in a fast-paced, dynamic environment.
Basic to intermediate skills in Excel and PowerPoint.
Strong organizational, analytical, and communication skills.
Preferred but not required:
Experience with BI tools (Cognos, QlikView, PBI, MicroStrategy, etc.)
Exposure to system query engines/WFM tools (SAP, Cisco, Avaya, Verint, Content Guru, etc.)
Knowledge of Visual Basic or SAS/SASS

Responsabilitati

Key Responsibilities:
Real-Time Monitoring & Operational Control
Monitor real-time call volumes, staffing levels, service metrics, and schedule adherence.
Adjust call routing, agent skills, and staffing allocations to meet service level targets (TSL, SLA).
Track and report absenteeism, lateness, and unscheduled “not ready” statuses.
Monitor WFM KPIs in real time (SLA, AHT, ASA, occupancy, abandon rate, offered calls, shrinkage, etc.) and provide corrective recommendations.
Identify and escalate IT issues impacting operational performance.
Scheduling & Workforce Optimization:
Support the development and management of staffing schedules across departments.
Ensure proper shift coverage, including breaks, lunches, training, meetings, and coaching sessions.
Collaborate with schedulers and operations to optimize workforce utilization.
Reporting & Insights:
Analyze real-time and historical data to identify trends and improvement opportunities.
Produce daily reports and alerts summarizing operational status and insights.
Communicate clearly with team leaders and management regarding performance and required adjustments.
Cross-Functional Collaboration:
Partner with operations to enhance delivery processes and resolve real-time challenges.
Assist with assigned projects and support continuous improvement initiatives.