Real time Analyst / Workforce management with Spanish or English

Why apply for an Antal job offer? When your application is successful, you will be supported by a dedicated Consultant who will stay in regular contact with you (via email or phone), help you prepare for interviews with your future employer, and ensure a smooth and professional recruitment process. About Antal Antal is a leading recruitment and HR advisory company, present in Poland since 1996 and later expanded to the Czech Republic and Hungary. Across the CEE region, we employ around 150 professionals who deliver a full range of services – from specialist and executive recruitment, employee outsourcing and HR consulting, to employer branding and market research. Our division-based structure combines deep industry expertise with functional specialisation, enabling us to provide tailored solutions for companies in every sector. We act as a trusted partner for both employers and candidates, sharing our knowledge and guiding them through every stage of the talent journey. We connect exceptional people with the right opportunities and help organisations build successful teams. Discover our latest job openings: https://en.antal.pl/candidates Follow us on LinkedIn: https://www.linkedin.com/company/antalpoland

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