WFM Real-Time Analyst

This is a fully remote position, open to applicants in Bosnia and Herzegovina.

📋 Description

• Develop and manage schedules based on forecast intervals, considering the needs of clients, management, and staff.

• Track discrepancies between available and needed staffing levels for each interval and create suitable adjustment strategies.

• Conduct data analysis and compile statistics, charts, and reports.

• Continuously enhance knowledge of relevant tasks and applicable tools.

• Serve as a primary contact for employees regarding all pertinent WFM matters.

• Collaborate closely with regional and local WFM teams, taking on operational duties during absences.

• Oversee staffing levels and available resources in accordance with forecast goals.

• Maximize workload capacity across all channels to align with forecasts within set KPIs and ensure optimal skill distribution.

⛳️ Requirements

• A commercial qualification or relevant experience in service or contact-center settings is preferred.

• Proficient in MS Office, especially Excel (including PivotTables, formulas, functions, charts, etc.).

• Experience in workforce scheduling and/or real-time management is advantageous.

• Familiarity with workforce planning software (e.g., TSQ, Aspect, or similar systems) is a plus.

• Strong numerical skills and analytical thinking abilities.

• Proficient in written and spoken English and German is essential.

• Capability to analyze critical situations in operational planning and suggest effective solutions.

• Skill in interpreting complex contractual terms related to workforce scheduling and real-time management.

• Exceptional communication and interpersonal abilities.

• High resilience and adaptability.

• A collaborative team-oriented work ethic.

• Analytical, structured, and results-driven working style, accompanied by a strong initiative.

• High level of accuracy and keen attention to detail.

• An updated CV and cover letter are mandatory.

🏝️ Benefits

• Full-time employment.

• Opportunity for remote work.

• A dynamic and collaborative work environment.