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Carwow Group is one of Europe's largest online car-changing destinations, serving over 10 million customers. The company operates multiple automotive brands including Carwow, Auto Express, evo, Driving Electric, and Car Buyer, with a team of 500 across the UK, Germany, Spain, and Portugal. Recently funded with $52m from Bessemer Venture Partners, Carwow is expanding rapidly across all markets.
The Workforce Management Real-Time Analyst role is instrumental in monitoring and optimizing real-time staffing operations. You will track live adherence, call volumes, and agent activity to ensure optimal workforce utilization and service level agreement (SLA) compliance. Key responsibilities include:
- Real-time monitoring of adherence, call volumes, and agent activity to maximize 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
- SLA and KPI management: identify and mitigate risks related to SLAs, occupancy, and service levels
- Incident response: serve as first point of contact for escalations related to workforce disruptions or system issues
- Performance reporting: provide real-time insights and intraday reports to operations and leadership
- Collaboration: work closely with WFM planners, schedulers, and team managers to align staffing with business needs
You will work in a hybrid arrangement and collaborate closely with operations, WFM, and leadership teams to drive efficiency, improve agent performance, and enhance customer experience.
REQUIREMENTS:
- 2+ years of experience in workforce management or related field
- Strong analytical and problem-solving skills
- Excellent communication and interpersonal skills
- Proficient in Google Sheets 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
- Detail-oriented with passion for workforce management
