Real-time Analyst / Workforce management with Spanish or English
ROLES & RESPONSIBILITIES
- Coordinate daily staff operations, monitor attendance, and generate KPI reports.
- Ensure staff fulfill assigned roles and report directly to supervisors.
- Manage scheduling and collaborate with supervisors, managers, and Workforce Management (WFM).
- Support supervisors with queries related to overtime, vacation, and incidents impacting operations.
- Prepare performance reports for supervisors and evaluate employee effectiveness.
- Investigate and resolve floor issues, providing support to management and supervisors.
- Analyse operational data to identify growth opportunities and maintain high-quality service.
- Ensure compliance with operational procedures, policies, and health & safety standards.
- Conduct real-time monitoring of adherence, call handling, and agent activities using tools such as Zendesk WFM and PowerBI.
- Manage agent and supervisor requests (schedule changes, vacations, swaps, training, QA, meetings) and ensure timely resolution.
- Review and report on attendance, adherence, and exceptions (e.g., tardiness, absences, medical leave).
- Communicate service level and attendance updates to management, including actions taken to address coverage gaps.
- Coordinate overtime requests and ensure compliance with local labor laws.
- Service Level Goals: Adherence Rate and Occupancy Rate
POSITION REQUIREMENTS
- Excellent written and verbal communication skills; active listening in English or Spanish.
- Strong problem-solving and decision-making abilities; accountable and results-driven.
- Ability to multitask, pay attention to detail, and thrive in a fast-paced environment.
- Proficient in computer equipment and workforce management software.
- Planning and prioritization to meet organisational goals.
- Accountability for self and others.
- Sound and timely decision-making.
- Ability to drive engagement and motivate teams
TOOLS & SYSTEMS
- Zendesk WFM
- Zendesk Explore
- PowerBI, Excel (Master File for scheduling)
PERKS & BENEFITS
- Language courses
- Udemy e-learning platform
- Medical care package for the employee and family with the ‘Freedom of Treatment’ service
- Life insurance on preferential terms
- Multisport card
- Christmas gifts
- Subsidised glasses up to PLN 1000
- Co-financing of kindergartens
- Integration activities - ping pong in the office, board games, volunteer projects
- Employee referral scheme