Real time Analyst / Workforce management with Spanish or English

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, it employs around 150 professionals delivering a full range of services including specialist and executive recruitment, employee outsourcing, HR consulting, employer branding, and market research. The company combines deep industry expertise with functional specialisation to provide tailored solutions for companies in every sector, acting as a trusted partner for both employers and candidates.

• 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

• 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