Real-Time Analyst

Location: Porto, Portugal; hybrid working. The role also offers the option to work from abroad for one month.

Company

An automotive digital business operating car-buying and car-selling platforms and automotive media brands across Europe.

What you will do

• Monitor live adherence, call volumes, and agent activity to optimize workforce utilization.
• Oversee and adjust outbound dialer settings to improve efficiency and reduce idle time.
• Reallocate staffing dynamically in response to demand fluctuations and operational needs.
• Identify and mitigate risks related to SLAs, occupancy, and service levels.
• Act as the first point of contact for workforce disruptions and system-related escalations.
• Provide real-time insights and intraday reports while collaborating with WFM planners, schedulers, team managers, operations, and leadership.

Requirements

• At least 2 years of experience in workforce management or a related field.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Proficiency in Gsheets and other data analysis tools.
• Strong knowledge of WFM tools, real-time tracking software, and dialer management systems.
• Ability to work independently and as part of a team.
• Motivation, attention to detail, and interest in workforce management.

Culture & Benefits

• Hybrid working with the option to work from abroad for one month.
• Matched pension contributions, share options, private healthcare, eyecare vouchers, and life assurance.
• Enhanced holiday package, bank holidays, 28 days of annual leave, anniversary-based additional leave, and the option to buy three extra days.
• Inclusive parental, partner, shared parental leave, fertility treatment, and pregnancy loss policies, plus childcare support.
• Monthly mental wellbeing coaching, learning and development budget, home office allowance up to £500/€550, and the latest work technology.
• Regular social events, employee referral rewards, and an inclusive culture.