WFM - Real Time Analyst in Essen bei TELUS

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• Career Advancement in a Growing International Company: Explore advanced career opportunities in our rapidly expanding international company.
• Modern Workspace in the Heart of Essen: Immerse yourself in a fantastic office with contemporary workspaces in Essen's city center.
• Flexibility: Hybrid working model, hardware is provided by us.
• Collaboration in a Dynamic and Multicultural Team: Join a vibrant, multicultural team with open communication and a flat hierarchy.
• Employee Referral Bonus Programs: Benefit from attractive employee referral bonus programs for bringing in top talent.
• Positive International Work Environment: Thrive in a positive, collaborative international work culture that values diversity.
• Intriguing and Diverse Responsibilities: Experience engaging and diverse responsibilities, contributing to exciting projects.
• Relaxation and Recreation Spaces: Unwind in our Fun Floor with games and participate in wellness activities like yoga.
• Wellness and Perks: Enjoy office perks, including regular fruit deliveries, and a comfortable work atmosphere.

• 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.

• 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.