Workforce Management Traffic Analyst, Dutch Speaker

This is a fully remote position, open to applicants in Turkey.

📋 Description

• Analyze daily and weekly call traffic to create operational forecasts.

• Conduct evaluations to ensure effective workforce distribution, shift planning, and operational efficiency.

• Ensure alignment with established KPIs within call center operations.

• Maintain workload balance and adjust in real-time according to operational demands.

• Prepare reports utilizing Excel and other analytical tools, and present findings to management.

• Assist in driving operational efficiency across the customer support organization.

• Plan, analyze, and optimize daily workflows to fulfill operational requirements.

⛳️ Requirements

• Native-level proficiency in Dutch and advanced proficiency in English.

• Strong numerical and data analysis skills.

• Proficient in Excel.

• At least 2 years of experience in workforce management or as a traffic analyst within a call center.

• Strong problem-solving abilities and analytical thinking skills.

• Capability to work remotely with excellent self-discipline and task management skills.

• Experience with Workforce Management (WFM) systems and tools is preferred.

• Participation in projects focused on improving efficiency in call center operations is preferred.

• Qualification in Contact Center is preferred.

🏝️ Benefits

• Permanent employment contract with flexible working hours.

• Competitive salary plus a language premium.

• €1,000 Nesting Bonus (€500 each after 6 and 9 months).

• Child allowance of 8,000 TL (gross) per month for each child (ages 0–6).

• Meal allowance of up to 6,670 TL/month (based on 23 working days).

• Private health insurance.

• Internet allowance and provision of technical equipment.

• Opportunity to work remotely.

• Paid training starting on the first day of employment.

• Opportunities for professional growth and career advancement.

• A dynamic and supportive work environment.