Are you looking to be part of a forward-thinking company that values innovation, teamwork, and personal growth? Our client is a well-established global player known for delivering exceptional customer experiences and cutting-edge solutions. We are on the lookout for a talented and motivated individual to join our dynamic team in Barcelona. If you are passionate about workforce management and thrive in a fast-paced, multicultural environment, this is your opportunity to shine!
Tasks
* Monitor real-time metrics (attendance schedule adherence, average handle time, etc.)
* Communicate challenges to Operations leaders
* Generate and evaluate reports on shrinkage, adherence, and attendance to optimize performance
* Continuously seek opportunities to refine processes and increase effectiveness
* Identify trends and propose improvements to enhance operational efficiency
Requirements
* At least 2 years in a call center environment
* Strong communication skills in English, C1 level is required
* Understanding WFM principles, including scheduling, staffing projections, service level tracking, and performance metrics is preferred
* Proficiency in Google Suite (Sheets, Slides) and Microsoft Office (Excel, Word)
* Familiarity with local labor laws related to scheduling and workforce management is a plus.
Benefits
* Competitive Salary
* Private health insurance after the probation period
* Daily meal allowance from day one
* Career development opportunities within an expanding international organization
* Exclusive discounts on gym memberships, restaurants, beauty services, and more
* A vibrant and international atmosphere, complete with leisure spaces featuring PlayStation, table tennis, and more.
Our recruitment process
* Step 1: Interview with one of our recruiters
* Step 2: Interview with HR
* Step 3: English test
* Step 4: Interview with the Hiring Manager
* Step 5: Final call