Informacje o stanowisku
For our client, one of the largest international medical technology companies in the world, we are looking for a Operations Support Analyst (WFM/Real‑Time) to support daily operational performance across Customer Care teams. The role focuses on real‑time workflow monitoring, data analysis, forecasting, scheduling, and ensuring service level targets are met. You will collaborate closely with WFM, Quality, Training, and IT to optimize staffing, resolve system issues, improve processes, and maintain operational efficiency.
Key Responsibilities:
- Monitor real‑time workflows, adjust staffing, and support daily operational decisions.
- Create forecasts, schedules, dashboards, and performance reports.
- Analyze productivity and operational data to identify performance gaps.
- Collaborate with IT on access requests and resolving system errors.
- Track and manage metrics for Quality, WFM, and Training.
- Support PTO planning, backlog management, and ongoing improvement initiatives.
Requirements:
- Bachelor’s degree (required).
- 1–3+ years’ experience in a call center environment.
- Experience with data analytics and tools such as SQL, Power BI, Salesforce.
- Strong Excel and MS Office skills.
- Strong analytical abilities, problem‑solving skills, communication, and attention to detail.
- Ability to work independently in a hybrid environment.
Offer:
- First employment contract via Hays.
- Hybrid work model from Wrocław.
- Possibility of long‑term cooperation with the client.
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
Hays Poland sp. z o.o. is an employment agency registered in a registry kept by Marshal of the Mazowieckie Voivodeship under the number 361.
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