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WFM Real Time Analyst
Carwow · Porto, Portugal
About The Role
Join Carwow Group, a leading online car-changing destination in Europe. As a WFM Real Time Analyst, you will monitor and optimize real-time staffing, ensure service level agreements are met, and address operational challenges. You will work closely with operations, WFM, and leadership to drive efficiency, improve agent performance, and enhance customer experience.
- Real-Time Monitoring: Track live adherence, call volumes, and agent activity to ensure optimal workforce utilization.
- Dialer Management: Oversee and adjust outbound dialer settings to maximize efficiency and minimize idle time.
- Intraday Staffing Adjustments: Reallocate resources dynamically based on demand fluctuations and operational needs.
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