Real Time Analyst for a leading manufacturer of drones - Lisbon, Portugal Lisboa
EUR 30,000 - 40,000
We are looking for a talented and accomplished Real Time Analyst to be responsible for the intraday management of resources, ensuring the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of incoming calls, at the desired service level for our clients.
As a Real-Time Analyst in this project, your daily responsibilities will include:
Monitoring the site to ensure optimal staffing levels
Adjusting intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data
Keying daily exception requests, updating schedules, and responding to escalated issues and ad-hoc requests
Assuming and performing other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position
Creating strategic recommendations to improve productivity while balancing service levels and costs
Assisting in resolving serious customer complaints and escalated issues
Facilitating, leading, and participating in daily, weekly, and monthly business meetings
Simulating different scenarios and developing contingency plans for unexpected events
Working with multiple clients using a variety of tools to monitor & report performance
Creating and using standard templates to ensure consistent & accurate reporting
Communicating actively with various groups to share call outs and deviations
To succeed in the role, you will need to have:
Proficiency in English is mandatory
Microsoft Excel knowledge (to be tested during the recruitment process - mandatory)
Ability to communicate KPI data and forecasts to employees at all levels
Ability to prioritize workload, meet deadlines, and perform multiple tasks with great attention to detail
Availability to work fully from Santos office in Lisboa (mandatory)
Work shift from Monday to Friday 8:00 am to 8:00 pm (the schedule can be updated in the future)
2 years experience in WFM
What we value:
Strong interpersonal and client service skills
Excellent communication skills with all levels of the organization
Strong problem-solving skills
Experience of a multi-skilling or multilingual resourcing
Ability to develop and motivate a team
Competitive wages
Paid professional training
Private healthcare & dental insurance (after six months of employment)
Growth opportunities through various development programs
Fun and engaging company-wide initiatives, including our EverBetter wellness program
Job stability
Life-long skills and experience
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