Spanish Real-Time Analyst - Lisbon, Portugal em Lisboa,… - Jobeax
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Spanish Real-Time Analyst - Lisbon, Portugal em Lisboa, Portugal
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Portugal, Lisboa
Spanish Real-Time Analyst - Lisbon, Portugal em Lisboa, Portugal is listed on Jobeax. Browse 30,000+ vacancies available.
Come and work with us.
We are looking for a talented and accomplished Spanish Real-Time Analyst to monitor actual vs plan delivery at the Queue & agent level to ensure that the correct number of agents are available at the right times to achieve the desired service level/KPI. The Real-Time Analyst is part of the Workforce Management (WFM) team and it is responsible for real-time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outbound phone, chat, and email volume.
As a Real-Time Analyst , your daily responsibilities will include:
Collect information for RTM:
Collect relevant program information about KPIs/BTP (Expectations)
Collect information about “What if” Scenarios/Alert mechanisms/Escalation guidelines for the account
Queue management (Within the interval):
Monitor queue
Manage skills
Situation management
BCP situations: Downtime, System issues, etc.
Routing issues (client side)
Volume allocation (Load balancing client side)
Intraday management (Throughout the day):
Planned to delivery governance (Service KPIs, Handling capacity, Shrinkage, Handle time, Line adherence)
Send Staffing Outlook for present-day +1day at the start of shift to share projected plan
Midday reforecast to share plan vs actual delivery and revised O/U based on trends and run rate
Schedule Adherence (Agent level):
Update shrinkage segments in the WFM tool
Flagging agents out of adherence via Chat rooms/extns/radios
Reporting:
Shrinkage reports
Skill/Account level Interval report
Agent level report
RCA report
Schedule adherence reports
Feedback to Planning & scheduling
ID management (Optional) Handle additional responsibilities as assigned (Optional - Sr RTA )
To succeed in the role, you will need to have:
Native or proficient level of Spanish is mandatory
Advanced level of English
Attention to detail and high level of accuracy
Focus (ability to complete reports for extended periods of time)
Team player with a positive attitude
Organization and time management (with the ability to manage simultaneous projects, prioritize workload, meet deadlines, and perform multiple tasks with attention to detail)
Adaptability (quickly and effectively adapt to change)
Communication (oral and written)
Problem-solving
Knows how to communicate call center data/forecasts to all levels of employees in an understandable fashion
Knows how to create reports in Excel and forecast results
Advanced level of MS Excel (including advanced formulas) and also Word, PowerPoint, and Outlook
VBA macros are an asset
Experience with IEX, CMS, Avaya, and other WFM tools is an asset
High-speed internet access and appropriate conditions for remote work
Must hold EU citizenship or a valid work permit for Portugal
Be a local candidate or willing to relocate to Lisbon, Portugal
Education and experience:
Ideally higher or university education with a technical background (mathematical or statistical course desirable)
Previous call center experience required
Previous Work Force Management experience is mandatory
Benefits.
Competitive wages
Paid professional training
Employee discounts
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
Excellent work culture
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