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Open nowPosted 245 days ago

Deputy/ Team Leader CS with Spanish or English

antalpl1,058 open roles

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Your applicationOpen nowDeputy/ Team Leader CS with Spanish or Englishantalpl

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on antalpl's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market. antalpl postings stay open a median of 1 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 58.1%60 days
This job: posted 245 days ago

antalpl median: 1 days open

The posting

Real-time Analyst / Workforce management with Spanish or English

ROLES & RESPONSIBILITIES

  • Coordinate daily staff operations, monitor attendance, and generate KPI reports.
  • Ensure staff fulfill assigned roles and report directly to supervisors.
  • Manage scheduling and collaborate with supervisors, managers, and Workforce Management (WFM).
  • Support supervisors with queries related to overtime, vacation, and incidents impacting operations.
  • Prepare performance reports for supervisors and evaluate employee effectiveness.
  • Investigate and resolve floor issues, providing support to management and supervisors.
  • Analyse operational data to identify growth opportunities and maintain high-quality service.
  • Ensure compliance with operational procedures, policies, and health & safety standards.
  • Conduct real-time monitoring of adherence, call handling, and agent activities using tools such as Zendesk WFM and PowerBI.
  • Manage agent and supervisor requests (schedule changes, vacations, swaps, training, QA, meetings) and ensure timely resolution.
  • Review and report on attendance, adherence, and exceptions (e.g., tardiness, absences, medical leave).
  • Communicate service level and attendance updates to management, including actions taken to address coverage gaps.
  • Coordinate overtime requests and ensure compliance with local labor laws.
  • Service Level Goals: Adherence Rate and Occupancy Rate

POSITION REQUIREMENTS

  • Excellent written and verbal communication skills; active listening in English or Spanish.
  • Strong problem-solving and decision-making abilities; accountable and results-driven.
  • Ability to multitask, pay attention to detail, and thrive in a fast-paced environment.
  • Proficient in computer equipment and workforce management software.
  • Planning and prioritization to meet organisational goals.
  • Accountability for self and others.
  • Sound and timely decision-making.
  • Ability to drive engagement and motivate teams

TOOLS & SYSTEMS

  • Zendesk WFM
  • Zendesk Explore
  • PowerBI, Excel (Master File for scheduling)

PERKS & BENEFITS

  • Language courses
  • Udemy e-learning platform
  • Medical care package for the employee and family with the ‘Freedom of Treatment’ service
  • Life insurance on preferential terms
  • Multisport card
  • Christmas gifts
  • Subsidised glasses up to PLN 1000
  • Co-financing of kindergartens
  • Integration activities - ping pong in the office, board games, volunteer projects
  • Employee referral scheme
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  2. 25 readers review it

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    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on antalpl's form

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    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

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    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

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  6. The interview in your calendar

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    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
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Why it works

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  • Who got the interview, and who heard nothing

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