Real Time Analyst - English - Gdańsk

at  JUJUR

REQUIREMENTS:

• At least 2 years of experience in a call center and/or 1 year specifically in workforce management
• Excellent oral and written communication skills, specifically minimum B2 English level
• Familiarity with workforce management processes, including staffing projections, scheduling, service level analysis, and metrics monitoring is preferred
• Above-average knowledge of Google Suite applications (Sheets, Slides) and MS Office applications (Word, Excel)
• Understanding of local country labor laws and regulations related to workforce management and scheduling is preferred
• Ability to showcase innovation, good judgment, and problem-solving skills when making decisions related to scheduling and resource allocation.

• Oversee billable hour projections throughout the day and promptly inform management of any potential risks
• Facilitate timely communication with relevant teams and stakeholders
• Assess and implement ad hoc events and training plans for the current week in accordance with client requirements
• Prepare Shrinkage, Adherence, and Attendance Reports: ensure the timely delivery and analysis of these reports for performance evaluation
• Develop strategies to enhance operations based on observed trends and identified areas for improvement
• Focus on ongoing optimization and efficiency in operations
• Maintain detailed records and conduct thorough analyses to guide future strategies and decisions.