Senior Real-Time Analyst - Porto, Portugal

Come and work with us.

We are looking for a talented and accomplished Senior 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 Senior 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:

• Senior profile with strong background as RTA ( ideal 3 years or more) or within the WF team in senior roles - Mandatory
• English Fluent C1 level - Mandatory
• 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
• Must hold EU citizenship or a valid work permit for Portugal
• Be a local candidate or willing to relocate to Porto, Portugal (Hybrid mode - not negotiable to WFH)

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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