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Real-Time Manager in Spain

As Real time Manager at Webhelp you operate and develop all processes linked to workforce management for the company’s assignment, which involves developing and operating methods and ways of working within the field. It includes a focus on organization, efficiency, change management and analysis of key performance indicators. To actively contribute to improvements from a staffing perspective and come up with solutions.

 

Functional responsibilities include:

•  Schedule demand and balance resource requirements across multiple channels, while managing the operational channels in real time.

• Identifying any shortfalls in staffing levels to the Planning Manager and Ops team.

• Optimise resource scheduling processes to achieve service levels.

• Work with Operational Leaders to ensure shrinkage is well understood by all stakeholders and planned for correctly.

• Lead and manage the Real Time Analysts and Scheduling Specialists including general management processes, i.e. 1-2-1, annual review.

• Coordinate staffing by labor law and collective agreements-controlled parameters

• Systematic and continuous close communication and cooperation with internal management regarding operations needs when scheduling

• Involved in recruitment requirements

• Provide the production (OM/AM/WFO) with trend measurement and analysis covering all related to adherence/attainment/productivity

  

Education, experience includes:

• WFM tools such as Teleopti, Staff Logic etc.

• Experience in similar role such as Real Time Analyst or Resource Planner before.

• Call Center work background with a understanding of the business.

• Ability to handle escalations from employees on their team.

• Ability to escalate issues to their supervisor or other internal departments.

• Ability to understand and create formulas in Excel, backtrack data and work quickly and efficiently in MS Office.

• Demonstrated language fluency in English, and fluency sufficient to comprehend client training and procedures for all agents in English.

• Demonstrated ability to write in English.

 

Key performance indicators (KPI):

• Capacity planning quality

• Forecasting accuracy

• Commited hours/ Productive hours

• Availability ratio

• HC Accuracy


Start date: To be agreed on. 

Location: Plaza Solymar 1 Benalmádena, 29630, Spain

If you are interested in this position, please apply online with your CV in English!


How does Webhelp respond to the Covid-19 situation?

Due to the current situation, we are receiving more questions regarding vacancies and practical questions about e.g. job start. We understand why and therefore, you can read here how we are responding to the Covid-19 situation

If you need further information, you are always welcome to contact our HR team, who is more than happy to answer your questions. 

Making business more human for the world’s most exciting brands

We live in an era of fast connectivity and AI. Today, human experiences have even more power to make businesses come to life in customers’ hearts and minds.

Webhelp is committed to making business more human.

It’s through this commitment that Webhelp enriches customer experience, and designs business solutions that create value for the world’s most exciting companies.

Webhelp is a partner across a range of services including customer experience solutions, social media moderation through to payment services.

Hundreds of brands across the world trust Webhelp because of their people, the culture they work in, and the ideas and technology they put to work.

Webhelp believes that Emotional Intelligence creates a lasting impact, and their skill in marrying a differentiating human touch to the right technology is what makes a real difference for their clients.

By choosing Webhelp they access the passion and experience of 60,000 game-changers from more than 170 locations in over 40 countries. Each one determined to bring their own intelligence, empathy, and experience to the table every day. Webhelp invests in people and the environment they work in because they know that when people thrive, it has a powerful impact on them, their customers, and their partners’ business.

Webhelp believes that making business more human leads to a better customer experience - and a healthier bottom line.

Webhelp is the European leader in their industry, with a revenue of €1,4B in 2018, and aims for a global leadership position.

Webhelp is currently owned by its management and GBL, a leading global investment holding, as of November 2019.

More information can be found at www.webhelp.com

Non-discrimination: Webhelp sees diversity as a resource and encourages all regardless of gender, age, religion, ethnic origin to seek employment with us.

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Or, know someone who would be a perfect fit? Let them know!

Webhelp Malaga

Plaza Solymar, 1
29631 Benalmádena Directions cv.malaga@lv.webhelp.com View page

Life at Webhelp

We offer the opportunity to build working experience while you are working in Spain. Certified trainers give you the full training needed to succeed. You will meet great people - both customers and colleagues. 

You are always welcome to apply for a job with us!

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