WFM Real-Time Analyst

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

📋 Description

• Develop and manage duty rosters and schedules based on interval-based forecasts, considering the needs of customers, management, and employees.

• Track discrepancies between available and required staff per interval and implement suitable adjustment strategies.

• Examine data and generate statistics, charts, and reports.

• Continuously enhance knowledge of tasks and the tools utilized.

• Act as a resource for employees on all pertinent WFM topics.

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

• Oversee staffing levels and available resources in alignment with forecasted objectives.

• Maximize the managed volume across all channels to align with forecasts within established KPIs and ensure optimal skill distribution.

⛳️ Requirements

• Ideally possess a commercial/business education or relevant experience in service or contact centers.

• Proficient in MS Office, especially Excel (pivot tables, formulas, functions, charts, etc.).

• Preferably have experience in workforce scheduling/rostering and/or real-time management.

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

• Strong numerical skills and analytical thought process.

• Excellent English and German communication skills, both written and verbal, are essential.

• Capacity to assess critical situations in operational planning and suggest appropriate solutions.

• Ability to understand complex contractual terms related to scheduling and real-time management.

• Exceptional communication and interpersonal abilities.

• High adaptability and resilience.

• Team-oriented approach to work.

• Analytical, organized, and results-focused work style with a strong sense of initiative.

• High level of accuracy and meticulous attention to detail.

🏝️ Benefits

• Health and safety programs

• Company pension plan

• Paid vacation

• Flexible working arrangements

• Professional development