Job Title: Workforce Planning Analyst (m/f/d) Job Location: Essen, Germany (Fully Onsite) Shifts: 24/7 shift pattern Salary: Competition, with benefits. Are you passionate about workforce management and real-time performance monitoring? We're looking for a Workforce Planning Analyst (to join our team in Essen! If you're based elsewhere but open to relocating, we're happy to discuss relocation support for successful candidates. In this role, you'll play a vital part in optimising workforce efficiency, ensuring seamless operations, and supporting the achievement of service level targets. Your ability to analyse data and react quickly to changes will be key to success. What You'll Do: Track and assess real-time operational data, including attendance, schedule adherence, average handle time (AHT), and after-call work (ACW). Generate and share real-time reports on team performance and post-shift insights with leadership. Identify and address any potential intraday challenges affecting service levels, working closely with operational teams to implement solutions. Collaborate with team leaders and frontline employees to maintain smooth communication and workflow. What We're Looking For: Experience in a contact centre environment (workforce management experience is a plus), business processing, A high school diploma, or equivalent qualification. Strong analytical mindset with excellent problem-solving skills. Ability to work efficiently in a fast-paced environment. Familiarity with real-time monitoring tools and workforce reporting. Proficiency in English (CEFR C1 level or higher). What We Offer: A diverse and inclusive work environment with a supportive team culture. Exciting career progression opportunities within a global organisation. A modern office space in the heart of Essen. Relocation support for candidates moving to Essen. A fun workplace with leisure amenities. A role that offers variety, challenges, and the chance to make a real impact. How to Apply: Interested? We'd love to hear from you! Please submit your CV to Emily Mason or Roisin Claffey via the link attached. Skills: Real-Time Analyst Intraday Monitoring Call Centre Operations Workforce Planning Staffing Optimisation