We are currently recruiting for a Workforce Management Senior Real Time Analyst to join our clients team in either Barcelona, Spain or Essen, Germany.

DUTIES AND RESPONSIBILITIES:

• Monitor intraday metrics (volumes, productivity, KPIs) to ensure staffing levels align with service level agreements.
• Adjust schedules and call/skill routing based on real-time performance and volumes.
• Provide real-time and post-mortem performance reports to Operations leaders.
• Communicate intraday challenges impacting service levels and recommend actions.
• Offer feedback and guidance to team members for performance improvement and development.
• Identify improvement opportunities and provide actionable insights to leadership.
• Assist in the execution of real-time projects and initiatives.

REQUIREMENTS

• C2 level or C1 Fluency in English, with strong proficiency in both...