Workforce Management Real Time Analyst

1 miesiąc temu


Warsaw, Polska Randstad Polska Pełny etat

Together with our client, a world-known company, we are building a new contact center in Warsaw

If you have experience in optimizing staffing levels, monitoring customer contact volumes in real-time and you are looking for an opportunity to develop your career in a dynamic, international environment, this job offer is for you

what we offer

  • stable employment
  • benefits package
  • opportunities to take on new challenges
  • building new structures of the company
  • modern office in attractive location in Warsaw

your tasks

  • work closely with operations management to maintain service levels, adherence, overall delivery
  • work closely with WFM Manager to address schedule changes/concerns
  • analyzing business processes (review and evaluate the results at the end of the project or after the resolution of an incident)Work closely with WFM Team to drive delivery results
  • monitor Realtime adherence
  • update schedules as needed, adjust breaks/nunches for better performance
  • participate in relevant meetings
  • provide input to stakeholders and drive labour management

what we expect

  • proven experience in workforce management within a dynamic contact centre or customer service environment (min.1-2 years)
  • fluency in English
  • proficiency in workforce management tools and software
  • high proficiency in Microsoft Excel preferred
  • good computer skills
  • strong analytical skills and ability to interpret data to drive decision-making
  • excellent organizational and time management skills
  • self-starter and resilient individual who excels in a dynamic environment

Employment agency entry number 47

this job offer is intended for people over 18 years of age



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