Wfm Intraday Analyst-german Speaker
5 days ago
**Key Responsibilities**:
- Real-Time Monitoring: Continuously monitor call volumes, service delivery, and agents’ performance to ensure adherence to schedules and optimal delivery.
- Intraday Analysis: Analyze intraday performance data to identify trends, forecast variances, and recommend staffing adjustments to meet operational goals.
- Schedule Management: Adjust and optimize schedules based on real-time data, including managing leaves and shift changes.
- Stakeholder Communication: Facilitate real-time discussions with internal and external stakeholders to address operational challenges and provide updates on performance.
- Reporting: Generate and distribute daily, weekly, and ad-hoc performance reports to management and other stakeholders.
- Problem Solving: Conduct root-cause analysis to determine reasons for delivery variances and recommend changes to improve operational delivery and effectiveness
**Qualifications**:
- University degree.
- Proficiency in German at the C1 level.
- Good command of English, both written and spoken.
- Very good command of Microsoft Excel.
- Excellent communication and interpersonal skills to effectively collaborate with team members and stakeholders.
- Strong analytical, problem-solving, and numeric skills.
- Detail-oriented with strong organizational skills.
**Preferred Skills (not mandatory but considered an added value if available)**:
- Experience in call center operations.
- Good knowledge of Microsoft SharePoint and Power platform tools (Power BI, Excel Power Query, Power Automate, Power Apps).
**#VOIS**:
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