Our partner company is the business service centre of the world’s leading car rental company. The BSC is providing support mainly covering customer care, commercial support and financial services. They have been supporting the Group’s subsidiaries with its expertise for nearly 15 years and they are primarily serving Europe with more than 1200 employees.

Workforce Real Time Analyst

SPECIFIC JOB RESPONSIBILITIES:

  • Monitoring and responding to variable volumes and staffing levels, to obtain service and budget levels determined by management
  • Interaction with agents and all levels of management is essential to optimize performance
  • Assisting in the recovery from periodic outages and system down time as they occur within the BSC
  • Serving as a primary contact for Resource Planning and Management (RPM), empowered to make decisions or escalate work related issues in the absence of the Departmental Manager and/or Scheduler
  • Analysing real time BSC trends including contact volumes, contact patterns, staff productivity, absenteeism and resource allocation
  • Directing and coordinating the real-time operation of RPM making decisions related to overtime, vacation and time off without pay within agreed guidelines
  • Coordinating/conducting daily briefings with RPM and Team Leads to ensure staffing opportunities are brought to the attention of operations
  • Continuously looking for potential improvement areas on better productivity
  • Participating in team-backup system, backing up colleagues having similar role according to needs

THE IDEAL CANDIDATE HAS:

  • University or College degree, preferably in Business Management studies
  • 2 years experience in Resource Planning Management/Workforce Management Traffic Analyst
  • 2-3 years’ experience in a SSC environment (or equivalent of professional experience).
  • Fluent knowledge of English (verbal, written).
  • Ability to work with people at all levels of the organisation
  • Good stakeholder management skills especially with key members in the BSC
  • Good problem solving skills
  • Provides attention to detail and quality work
  • High level analytic skills, including advanced Excel skills
  • Able to work in fast paced environment where flexibility is key, and directions can change frequently

ADVANTAGES:

  • Knowledge of IEX (Workforce Management tool) is an advantage

WHAT WE OFFER:

  • Really outstanding salary package
  • Home office option
  • Family-friendly and modern work environment
  • Supportive coworkers and management team

Sector(s):

  • HR, Human Relations
  • HR Administration
  • Business Supporting Centres
  • HR Support

Experience required:

  • 1-3 years professional experience

Required Qualification:

  • College degree

Required language level:

  • English (higher advanced/fit for negotiation)

Employment type:

  • Full time

Job location:

Budapest, XIII. kerület

How to apply/ contact information:

You can apply with the  „Jelentkezem button” underneath.