David Kennedy Recruitment is working with a leading BPO company which is looking to recruit for a Workforce Management Real Time Analysts to join their team in Essen.

Role: WFM Real Time Analysts

Location: Essen, Germany

Employment type: Contract 

Remuneration: Base salary

DUTIES AND RESPONSIBILITIES:

• Monitor and track billable hour projections, alerting management to potential risks.
• Communicate effectively with relevant teams and stakeholders.
• Coordinate and implement ad hoc events and training plans based on client needs.
• Ensure timely delivery and analysis of shrinkage, adherence, and attendance reports.
• Develop strategies to improve operations based on trends and performance data.
• Drive continuous improvement in operational efficiency.
• Maintain detailed documentation and perform analysis to guide future strategies.

REQUIREMENTS

• Native or fluent in English (C1 level), with strong proficiency in both written and spoken communication.
• Minimum 2 years' experience in a call center, with at least 1 year in workforce management.
• Familiarity with workforce management processes (staffing, scheduling, service level analysis, metrics).
• Proficient in common office software and productivity tools (e.g., spreadsheets, word processing, presentations).
• Knowledge of local labor laws and regulations related to workforce management (preferred).
• Strong decision-making, problem-solving, and resource allocation skills.

OFFER

• Relocation assistance is available 
• Working Schedule; Rotating Late/Night shifts (3pm-11pm or 11pm-7am)
• Private health insurance after probation period 
• Working as part of a dynamic and multicultural team
• Regular fruit deliveries for a healthy lifestyle and free drinks
• Employee wellness schemes to include partnerships with fitness centers, restaurants, and beauty care