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

Role: WFM Senior Real Time Analysts

Location: Barcelona, Spain AND Essen, Germany

Employment type: Contract 

Remuneration: Base salary

DUTIES AND RESPONSIBILITIES:

• Monitor intraday metrics (volumes, productivity, KPIs) to ensure staffing levels align with service level agreements.
• Adjust schedules and call/skill routing based on real-time performance and volumes.
• Provide real-time and post-mortem performance reports to Operations leaders.
• Communicate intraday challenges impacting service levels and recommend actions.
• Offer feedback and guidance to team members for performance improvement and development.
• Identify improvement opportunities and provide actionable insights to leadership.
• Assist in the execution of real-time projects and initiatives.

REQUIREMENTS

• Native or fluent in English (C1 level), with strong proficiency in both written and spoken communication.
• Minimum 2 years' experience in Call Center Operations or Customer Service, with 18+ months in real-time analysis.
• Bachelor’s degree or equivalent.
• Familiarity with workforce management processes (staffing, scheduling, service levels, metrics) preferred.
• Proficient in using common office software and productivity tools.
• Knowledge of local labor laws related to workforce management and scheduling 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