A leading BPO company is looking for a Senior Real-Time Analyst to join their Workforce Management (WFM) team in Barcelona. If you have experience in call center operations and real-time workforce management and excel at monitoring intraday performance and optimizing staffing levels, this role is for you!

Your Responsibilities

✅ Intraday Monitoring – Track real-time metrics, including call volumes, agent productivity, and key KPIs to ensure alignment with service level agreements (SLAs).

✅ Schedule Adjustments – Modify agent schedules and adjust call/skill routing based on real-time performance data.

✅ Performance Reporting – Generate real-time and post-mortem reports to provide insights into service level achievements and areas for improvement.

✅ Issue Communication – Proactively identify and communicate intraday challenges, recommending actionable solutions.

✅ Team Development – Offer feedback and guidance to team members, fostering professional growth.

✅ Process Improvement – Identify efficiency gaps and suggest operational enhancements to leadership.

✅ Project Support – Assist in real-time projects and initiatives to improve workforce efficiency and service delivery.

Your Qualifications

✔️ Fluent in English (C1) – Strong written and spoken communication skills.

✔️ Experience – Minimum 2 years in call center operations or customer service, with at least 18 months in real-time analysis.

✔️ Education – Bachelor’s degree or equivalent experience.

✔️ WFM Expertise – Strong understanding of staffing, scheduling, service level monitoring, and performance metrics.

✔️ Technical Proficiency – Skilled in Microsoft Office, Google Suite, and WFM tools.

✔️ Regulatory Awareness – Knowledge of local labor laws related to workforce management and scheduling is a plus.

✔️ Analytical Skills – Ability to make data-driven decisions and optimize resource allocation in real time.

What’s in It for You?

🔹 Competitive Salary – Attractive base pay & benefits

🔹 Paid Training – Get fully trained before you start

🔹 Health Benefits – Private health insurance after the probation period

🔹 Wellness Perks – Free drinks, fresh fruit deliveries, and employee discounts at gyms, restaurants, and beauty care providers

🔹 Multicultural Team – Work with colleagues from around the world

🔹 Flexible Work Schedule – Rotating late/night shifts (3 PM–11 PM or 11 PM–7 AM)

🔹 Progressive Work Culture – Growth-oriented, inclusive environment

🔹 Immediate Start!

Skills: intraday monitoring,real-time analysis,service level monitoring,data-driven decision making,communication,scheduling,wfm tools,microsoft office,management,performance metrics,staffing,analytical skills,workforce management,google suite