for Canal+ Austria Proficiency in German at a business level English on communicative level Fulltime 40 hours 50% Early shift 7:45-16:45 and 50% Late shifts 10:00-19:00 (CET) + Every 2 nd Saturday (free day during week) Callcenter experience Analytical thinking (basic mathematical and excel test) Responsibility, pro-activity and confident to distribute work etc for Canal+ Netherlands Proficiency in Dutch at a business level Can be parttime 30 hours with occasional full hours English on communicative level 50% Early shifts 7:45-16:45 and 50% Late shifts 10:00-19:00 (CET)+ Every 2 nd Saturday (free day during week) Callcenter experience Analytical thinking (basic mathematical and excel test) Responsibility, pro-activity and confident to distribute work Etc ESSENTIAL FUNCTIONS: Job Description Purpose of the position: Oversees current week schedule adjustment, real-time monitoring, tracking, documenting, communicating, and reporting on multiple channels/lines of business to meet the program’s contractual metrics. Key task & result areas: Intraday Management Maximize call-outs of agents’ behavior and non-adherence based on approved documentation from Operations and WFM stakeholders, handling pending time-off requests and schedule changes, checking and flagging them according to individual performance in terms of thresholds set for Talk, Hold Time, and ACW. Real-time monitoring of assigned program queues and applying corrective actions to achieve and/or optimize KPI / contractual requirements. Periodical monitoring and analysis of released schedules and taking corrective actions if there are variations in scheduled vs actuals. Tracking of relevant events and incidents such as attrition, absenteeism, and unproductive hours that potentially affect current and future schedules. Weekly to real-time planning and scheduling of off-production events (e.g. training, meeting, etc.) without compromising client requirements. Routing and allocating of agent skillsets using a documented structured approach. Perform other duties assigned related to WFM Real-Time Management Requests Processing & Data Analysis Processing and approval of tickets and requests via IEX / IEX Webstation or any other WFM ticketing tool from Operations regarding (preferred) changes to the published schedules. Build, maintain, and prepare hourly, intraday/end-of-day, weekly, and monthly historical data while ensuring timeliness and accuracy of information. Analyze real-time volume trends and make staffing adjustments to ensure service level and productivity/efficiency and other KPI goals are met. Serves as Point of Contact First POC for any escalations, outages, system issues or any other production impacting situations while providing continuous update to stakeholders regarding status issue. Coordinate and collaborate with Operations, IT, HR and other departments to ensure 100% production functionality. Recommend procedural and operational guideline changes to improve communications and operational efficiency. Social interaction: The GWFM Real-Time Analyst performs various activities in close consultation and collaboration with GWFM Scheduler, GWFM Planner, GWFM Business Partner and GWFM Supervisor. Outside the WFM department the RTA collaborate with and has frequent contact with Operations Management (Supervisor and Manager) regarding performance and daily and weekly performance strategies. Additions: N/A Job Requirements Education requirement Required Intermediate vocational education (High School Diploma or GED) unless regionally different Minimum skills to hire: Minimum Effective operational language proficiency of Business English, Dutch and German, and any other required languages to perform the job (e.g. the language of the business location) Minimum Advanced proficiency of mathematical and analytical skills Minimum Advanced proficiency of communication skills Minimum Strong collaboration skills Minimum Basic computer skills and elementary proficiency and knowledge of MS Office (Word, Excel and Outlook) and Windows/Mac OS X Minimum Ability to focus on performance and results, and to act accordingly Minimum Knowledge of general contact center processes Minimum Problem signaling and solving skills Preferred Knowledge of and/or experience with WFM systems, preferably NICE IEX 6.4 or InVision Preferred Knowledge of the COPC methodology Preferred Knowledge of the Lean Six Sigma methodology Preferred Result-oriented collaboration Preferred Proactivity Preferred Elementary knowledge of the complete WFM process, specific calculations, procedures, tools and terminology Preferred Previous RTA experience is a plus. Analytics experience or training in the filed. Preferred Effective communication & feedback Key values: Knowledge Ownership Responsibility Decision Action Be an expert – power of knowledge Take ownership of (WFM) processes Take responsibility of performance and quality Make decisions (to improve) – use your knowledge Act (instead of report and expect someone else to act) Success factors: Communication Analytical abilities Power of persuasion Building trust Initiative Team player Result oriented Customer oriented and self-assured communication and way of working Punctual and accurate work methods Initiative Ability to organize and coordinate tasks/work Strong knowledge of WFM Processes and contact center environment Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. 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