WFM Real-Time Analyst
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Job Description
WFM Real Time Analyst optimizing staffing, forecasts, and KPIs for TP B&H’s contact-center operations. Managing schedules, real-time deviations, analytics, and cross-team WFM coordination.
Responsibilities:
- Create and maintain schedules based on interval forecasts, taking into account the requirements of clients, management, and employees
- Monitor variances between available and required staffing levels for each interval and develop appropriate adjustment solutions
- Analyze data and prepare statistics, charts, and reports
- Continuously develop knowledge of relevant tasks and the tools used
- Act as a point of contact for employees on all relevant WFM topics
- Work closely with regional and local WFM teams and take on operational responsibilities during absences
- Manage staffing levels and available resources in line with forecast targets
- Optimize workload capacity across all channels to meet forecasts within defined KPIs and ensure optimal skill allocation
Requirements:
- A commercial qualification or professional experience in service or contact-center environments is preferred
- Very good knowledge of MS Office, particularly Excel (PivotTables, formulas, functions, charts, etc.)
- Experience in workforce scheduling and/or real-time management is desirable
- Experience with workforce planning software (e.g., TSQ, Aspect, or comparable systems) is an advantage
- Strong numerical aptitude and analytical thinking
- Very good written and spoken English and German are required
- Ability to analyze critical situations in operational planning and propose appropriate solutions
- Ability to interpret complex contractual provisions related to workforce scheduling and real-time management
- Excellent communication and interpersonal skills
- High resilience and flexibility
- Team-oriented approach to work
- Analytical, structured, and results-oriented working style, combined with a high level of initiative
- High degree of accuracy and strong attention to detail
- Up-to-date CV and cover letter required
Benefits:
- Full-time position
- Remote work opportunity
- Dynamic and collaborative work environment
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