The WFM - Real Time Analyst (m/f/d) monitors and analyzes live operational performance, ensuring adherence to set schedules and swiftly adjusting strategies based on real-time data. They generate reports, document findings, and engage in root cause analysis to tackle performance issues. Additionally to that the role ensures operational alignment with organizational goals.

This position is for Barcelona and Essen locations from Poland.

Your tasks:

• Real-Time Monitoring: Monitor billable hour projections throughout the day and alert management promptly about any risks.

• Central Communications: Ensure timely communication to relevant teams and stakeholders.

• Intra-Day Coordination: Evaluate and implement ad hoc events, and training plans for the current week in alignment with clients requirements.

• Shrinkage, Adherence, and Attendance Reports: Ensure the timely delivery and analysis of these reports for performance evaluation.

• Proactive Planning and Strategy: Develop strategies for improving operations based on trends and identified areas for enhancement.

• Continuous Improvement: Focus on ongoing optimization and efficiency in operations.

• Documentation and Analysis: Keep detailed records and perform thorough analysis to inform future strategies and decisions.

Your profile:

• Experience: At least 2 years of experience in a call center and/or 1 year specifically in workforce management.

• Communication Skills: Excellent oral and written communication skills, specifically minimum B2 English level.

• Understanding of WFM: Familiarity with workforce management processes, including staffing projections, scheduling, service level analysis, and metrics monitoring is preferred.

• Proficiency in Tools: Above-average knowledge of Google Suite applications (Sheets, Slides) and MS Office applications (Word, Excel).

• Knowledge of Labor Laws: Understanding of local country labor laws and regulations related to workforce management and scheduling is preferred.

• Decision-making Skills: Ability to showcase innovation, good judgment, and problem-solving skills when making decisions related to scheduling and resource allocation.

We offer:

• Private medical healthcare

• Medicover Sport card

• Co - financing of online courses on three different platforms

• Great office with modern workplaces in Olivia Center

• Internal training and further education possibilities via our campus

• Advancement opportunities in our international company

• Highly motivated and dedicated team with flat hierarchies

Join our team and apply now!

We conduct online interviews for all candidates.

*Please not that only shortlisted candidates will be contacted.

Equal Opportunity Employer 

TELUS International values diversity and grants equal opportunity regardless of age, civil status, disability, gender, nationality, race, religion and political beliefs, sex or sexual orientation. At TELUS International, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants' qualifications, merits, competence and performance without regard to any characteristic related to diversity. Applicants with special needs will be given preferential consideration if they are equally qualified.

About us: TELUS International is one of the world's leading providers of customer experience (CX) and digital services. With over 70,000 team members across the world, we provide customer service at its best in more than 50 languages for our international and well-known partners.

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