WFM Intraday Analyst German Speaker-VOIS

Role Purpose:
• Monitor the agents & daily activities vs. the plan received from scheduling team
• Communicate with internal/external stakeholders to address real-time challenges
• Support the operation in day-to-day requests & ad-hoc once asked
• Provide daily reports to clients and analyze performance data for operations management.
• Identify trends and potential issues in real-time operations, proactively recommending adjustments to staffing and scheduling adjustments
• Driving performance through effective intraday tactics

Skills, Attributes and Behaviors
• Excellent communication and interpersonal skills.
• Develops and maintains positive working relationships with others
• Conflict resolution
• Teamwork
• Capable of teaching and mentoring others
• Dependability & loyalty
• able to work independently with minimal supervision
• Strong analytical and numeric skills
• Effective problem-solving capabilities
• Detail-oriented with strong organizational skills.
• Shares ideas and information
• Assists colleagues spontaneously
• Takes pride in the achievement of team objectives
• Has credibility with peers and senior managers
• Self-motivated and results-driven
• Committed to high customer service standards and exceeding expectations.
• able to multitask while maintaining high-quality standards under tight deadlines
• Ability to prioritize workload, and perform multiple tasks with attention to detail
• Capable of working effectively under pressure

Knowledge, Experience & Education
• University degree
• Proficiency in German at the C1 level is required.
• Good command of English, both written and spoken.
• Very Good command of MS applications especially Excel and PowerPoint.
• + + Following skills/Knowledge is a plus
• Call centre experience
• Knowledge of workforce management
• knowledge of the call centre industry and key metrics that drive performance such as AHT, Shrinkage, NPS, FCR, Final Fix, 1st Fix & CS
• Familiarity with the following tools
o Verint
o Excel Power Query
o CCS tool
o Citrix Tool
o Share Points
o Genesys

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Our Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.