Portuguese Real Time Analyst - Porto, Portugal Porto

Portuguese Real Time Analyst - Porto, Portugal
Porto
Porto, Porto District, Portugal

Portuguese Real Time Analyst - Porto, Portugal

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 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 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
  - 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:

• Native or Upper-Intermediate level of Portuguese (At least B2)
• 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
• Must hold EU citizenship or valid work permit for Portugal
• Availability to work from our site in Porto
• Availability to work 24x7 (40 hours/week)
• 2 years experience in WFM

What we value:

• Strong interpersonal and client service skills
• Excellent communication skills with all levels of the organization
• Strong
  - solving skills
• Experience of
  - 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
  - wide initiatives, including our Ever
  Better wellness program
• Job stability
• Life-long skills and experience

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