Real Time Analyst – English speaker in Lisbon

What you can expect

The Real Time Analyst monitors different levels of Contact Center activities on a daily basis and analyses performance data in real time. Main purpose of that action is to identify weak points and suggest more efficient management solutions to supervisors and managers.

What you'll do

• Generates and delivers real time reports to Operations Management Team;
• Compares call forecasts with actual results to examine variances, proactively identifies scheduling gaps and offers solutions to solve them;
• Provides performance analysis to ensure accurate, timely reporting to support business decisions;
• Proving support to Supervisors by identifying and suggesting more efficient management solutions;
• Take decisions on the number of CSRs to be in the Front-Office Group and Back-Office Group and move CSRs from one group to another to maximize productivity and Service Level performance;
• Ensure all TP processes, procedures and policies are fulfilled, including but not limited to GDPR – General Data Protection, Regulation, GECSP – Global Essential Compliance, Information Security Policies, HR, etc.;
• May perform other duties as requested not specifically addressed in this document).

What you'll need

• Higher Education Degree (preferential);
• Fluency in English – minimum B2 (preferably)
• Experience in Workforce Management, Planning or in a similar position;
• Proficient in Excel, Word, and Outlook;
• Knowledge of SQL (Structured Query Language), BI tools or Workforce Management software is a plus.

Benefits

• Health Insurance from the moment you join our team;
• Enjoy daily free healthy meals in our cafeterias, including soup, bread, salads and fruit;
• Access language courses, sport activities and social events;
• Grow with us through our initial and continuous training and personal development;
• Easy public transport access to our offices.