Real Time Analyst – Onsite (M/F/D) Lisbon

Your new role: You´ll 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.
Monitoring site to ensure optimal staffing levels;Determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data;Create strategic recommendations to improve productivity while balancing service levels and costs;Assist in resolving serious customer complaints and escalated issues;Facilitates, leads, and participates in daily, weekly and monthly business meetings;Simulates different scenarios and develops contingency plans for unexpected events;Working with multiple clients using a variety of tools to monitor & report performance;Create and use standard templates to ensure consistent & accurate reporting;Communicate actively with various groups to share call outs and deviations.What you need to be successful: Minimum 1 year working in BPO production or comparable customer service;Previous experience in similar role;Microsoft Excel knowledge;Advanced level of English (at least C1).What the company can offer you: Meal allowance;Performance bonus;Health insurance since 1st day.Next step: In case you are interested in this opportunity, click on "Apply Now" to send us your updated CV.

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