SENIOR WORKFORCE MANAGEMENT ANALYST WITH ENGLISH
Descripción de la oferta de empleo
Tasks
Monitor real-time metrics (attendance schedule adherence, average handle time, etc.)
Communicate challenges to Operations leaders
Generate and evaluate reports on shrinkage, adherence, and attendance to optimize performance.
Continuously seek opportunities to refine processes and increase effectiveness.
Provide feedback and guidance to Workforce Analysts on the team to improve performance and foster development
Identify trends and propose improvements to enhance operational efficiency.
Requirements
Experience of at least 2 years in a contact center environment, and a year of workforce management experience
Excellent verbal and written communication in English, C1 level
Proficiency in Google Suite (Sheets, Slides) and Microsoft Office (Excel, Word)
Understanding of WFM principles, including scheduling, staffing projections, service level tracking, and performance metrics is preferred
Familiarity with local labor laws related to scheduling and workforce management is a plus
Benefits
Competitive Salary
Private health insurance after the probation period
Daily meal allowance from day one
Career development opportunities within an expanding international organization
Exclusive discounts on gym memberships, restaurants, beauty services, and more
A vibrant and international atmosphere, complete with leisure spaces featuring PlayStation, table tennis, and more.
Our recruitment process
Step 1: Interview with one of our recruiters
Step 2: Interview with HR
Step 3: English test
Step 4: Interview with the Hiring Manager
Step 5: Final call
Detalles de la oferta
- Babel Profiles S.L
- 19/03/2025
- 17/06/2025
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