Real-Time Analyst - Call Center Operations

About the role

Workster is recruiting, on behalf of a leading BPO company, a Real-Time Analyst for its team in Barcelona, Spain. The role suits people with a strong background in call center operations and workforce management who can monitor and optimize real-time performance metrics. It involves rotating shifts, five days a week, Monday to Friday.

Key responsibilities

• Oversee and analyze real-time call center operations to ensure optimal staffing levels and service levels are met.
• Adjust schedules in real time according to call volume, agent availability and other factors.
• Track and report on key performance metrics such as service levels, occupancy and adherence.
• Communicate with team leaders and managers about performance issues and scheduling adjustments.
• Support the workforce management team by preparing and analyzing reports on real-time performance and trends.
• Assist in preparing staffing projections and scheduling for upcoming shifts.
• Recommend and implement improvements to scheduling and real-time management processes.

Required profile

• Native or fluent English (C1 level), with strong written and spoken communication.
• At least 2 years in a call center environment, including at least 1 year in workforce management or a similar role.
• Understanding of local labor laws and regulations on workforce management and scheduling.
• Strong problem-solving skills and the ability to make quick, data-driven decisions on staffing and resource allocation.

Required skills

• Familiarity with workforce management processes such as staffing projections, scheduling and service level analysis.
• Google Suite (Sheets, Slides) and MS Office (Word, Excel).

What we offer

• Rotating shifts, 5 days a week, Monday to Friday.
• Private health insurance after the probation period.
• A dynamic, multicultural team.
• Regular fruit deliveries and free drinks.
• Wellness partnerships with fitness centers, restaurants and beauty care providers.