Senior Real Time Analyst for a leading manufacturer of drones - Lisbon, PortugalWe are looking for a talented and accomplished Real Time Analyst to be responsible for the intraday management of resources, to ensure 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 site to ensure optimal staffing levelsAdjust 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 dataKeys daily exception requests, updates schedules and responds to escalated issues and ad-hoc requestsAssumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the positionCreate strategic recommendations to improve productivity while balancing service levels and costsAssist in resolving serious customer complaints and escalated issuesFacilitates, leads, and participates in daily, weekly and monthly business meetingsSimulates different scenarios and develops contingency plans for unexpected eventsWorking with multiple clients using a variety of tools to monitor & report performanceCreate and use standard templates to ensure consistent & accurate reportingCommunicate actively with various groups to share call outs and deviationsTo succeed in the role, you will need to have:
Proficiency in English is mandatoryMicrosoft Excel knowledge (to be tested during the recruitment process - mandatory)Ability to communicate KPI data and forecasts to employees at all levelsAbility to prioritize workload, meet deadlines and perform multiple tasks with great attention to detailsAvailability 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 WFMWhat we value:
Strong interpersonal and client service skillsExcellent communication skills with all levels of the organizationStrong problem-solving skillsExperience of a multi skilling or multilingual resourcingAbility to develop and motivate a teamCompetitive wagesPaid professional trainingPrivate healthcare & dental insurance (after six months of employment)Growth opportunities through various development programsFun and engaging company-wide initiatives, including our EverBetter wellness programJob stabilityLife-long skills and experience
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