Real-Time Analyst (WFM)

After a year of successful cooperation with a large European retailer, BPO Nextdoor has a new task for a specialist who is fluent in English (both verbally and in writing), has an advanced level of Excel knowledge as well as an experience of using workforce management tools. This specialist will work as a Real-Time Analyst with our customer's contact centre. If you are responsible enough, have relevant experience and interested in an analytical/managerial job with a reputable German company, please send us your CV.

Requirements:

• 2+ years of experience in a similar job using workforce management technology (Queuing Technics, Staffing, AHT, Service Level, Occupancy, Shrinkage, Attrition, ACD, Billing Model, Workload Model etc.).
• Good knowledge of MS Excel (Hlookup, Vlookup, Index, Sumifs, Sumproduct, Match, Pivot Table, Chart use, Conditional Formatting, Date & Time Formulas, Lookup and Reference Formula, Advance Excel Topics, Basic Macro etc.).
• At least 1 year of experience in real-time monitoring (RTM), planning in a call centre or a similar environment/industry that works with key figures for the production environment (forecasting, AHT, fluctuation, overtime and FTE).
• Upper-intermediate English (written and spoken) is a must
• Practice in using workforce management tools (IEX, Avaya CMS, Teleopti, Aspect)
• Knowledge of Erlang's models, along with various methods of resource calculation.
• Good management information system and reporting skills.
• Proven planning and time management skills as well as an overview to deal with multiple time requirements and ambiguities.
• Experience in dealing with staff shortages and their optimization in real-time as well as resource planning.
• Understanding of terms such as fluctuation (in office and out of office), SLA, occupancy, AHT components, adherence to schedules, % failure.

Responsibilities:

• Assessment of compliance and taking measures to improve performance.
• Real-time control (ensuring the use of resources to meet the requirements of the amount of the calls).
• Monitoring and analysis of the most important performance indicators and trends for deployment recommendations, planning and adaptation of resource requirements
• Tracking and comparing forecasted and current data
• Prediction and creation of reliable time planning through simulations based on historical data.
• Intra-Day Management
• Support in reaching service levels and productivity goals for the relevant locations and markets.
• Support/participation in process automation and implementation to optimize the use of resources.
• Coordination and management multiple queues in the event of volume overflow or underflow.

Working conditions:

• Good, competitive salary
• Comfortable office in Lviv and possibility of remote work
• Compensation for the costs of sports club subscriptions
• Ability to visit cinema for free once a month
• Relocation Rent Support
• Free German and English language classes at our office
• Young and friendly team
• Regular interesting corporate events

If you consider yourself as a suitable candidate for our position and your skills are appropriate for our requirements - please send us your CV to Отправить резюме
and we will promptly contact selected candidates.?