Real Time Analyst

Allianz; Lisboa; Presencial; EUR 15 000 - 23 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Ongoing training in Contact Center Ops

Exposure to BI tools

Resumo da oferta

Allianz is seeking a Junior Real Time Analyst to join our Workforce Management team in Lisbon. The role targets recent graduates in quantitative fields who are eager to start a data-driven career focused on operational analysis and optimization.

You will monitor real-time operations, analyze performance trends, and help drive decisions to meet service targets and deliver exceptional customer experience. Responsibilities include intraday capacity management, roster development with guidance, and

Qualificações

• Bachelor’s or Master’s degree in Mathematics, Statistics, Data Analytics, Engineering, or other quantitative fields.
• Recent graduate or up to 2 years of professional experience.
• Fluent English and Portuguese communication skills.
• Strong Excel and data analysis abilities.

Responsabilidades

• Monitor real-time contact center operations.
• Track and analyze service level, ASA, occupancy, schedule adherence, shrinkage, and abandonment rate.
• Identify deviations from staffing plans and recommend corrective actions.
• Support intraday schedule management and rosters with the Workforce Planning team.
• Prepare performance reports and dashboards.
• Collaborate with Team Leaders and Workforce Planners.
• Ensure data accuracy and reliability for decision-making.

Conhecimentos

Analytical thinking

Excel experience

Data handling

Statistical interest

Communication

Formação académica

Bachelor’s or Master’s in Mathematics/Statistics/Data Analytics/Engineering or related quantitative field

Ferramentas

Power BI

Descrição da oferta de emprego

Location

Miraflores, Lisbon, Portugal (Hybrid Model)

Department

Contact Center Operations

About the Role

We are looking for a Junior Real Time Analyst (RTA) to join our Workforce Management team. This is an excellent opportunity for recent graduates in Mathematics, Statistics, Data Analytics, Engineering, or other quantitative fields who are eager to start a career in a data-driven environment focused on operational analysis and optimization.

The Junior RTA will be responsible for monitoring real-time operations, analyzing performance trends, and supporting operational decision-making to help achieve service targets and deliver an outstanding customer experience.

Key Responsibilities

• Monitor Contact Center operations in real time.
• Track and analyze key operational metrics, including service level, average speed of answer, occupancy, schedule adherence, shrinkage, and abandonment rate.
• Identify deviations from staffing plans and recommend corrective actions.
• Support operational capacity management through data analysis.
• Support intraday schedule management — reallocating breaks, lunches, and offline activities to protect service levels.
• With training, contribute to the creation of rosters, shift schedules, and break patterns alongside the Workforce Planning team.
• Prepare performance reports and operational dashboards.
• Analyze trends and patterns to identify continuous improvement opportunities.
• Collaborate closely with Team Leaders, and Workforce Planners.
• Ensure the accuracy, consistency, and reliability of operational data used for decision-making.
• Participate in process improvement and operational efficiency initiatives.
• Communicate intraday risks and elevate service-level threats to Operations and Workforce Planning in line with agreed escalation protocols.

Requirements

Educational Background

• Bachelor's or Master's degree in Mathematics, Statistics, Data Analytics, Engineering, or other quantitative fields.
• Recent graduate or up to 2 years of professional experience.

Languages

Portuguese.

Fluent English (written and spoken).

Technical Skills

• Strong analytical and logical thinking skills.
• Advanced proficiency in Microsoft Excel (formulas, pivot tables, and data analysis).
• Ability to work with large volumes of data.
• Knowledge of Power BI is considered an advantage.
• Interest in statistical analysis and data-driven decision-making.

Soft Skills

• Strong sense of responsibility and attention to detail.
• Ability to work under pressure in a fast-paced environment.
• Strong organizational and prioritization skills.
• Proactive approach and problem-solving mindset.
• Good communication and interpersonal skills.
• Team-oriented with a results-driven attitude.

What We Offer

• The opportunity to join an international, data-driven organization.
• Ongoing training in Contact Center Operations.
• Development of analytical and operational expertise.
• Exposure to advanced reporting and business intelligence tools.

103612 | Operations | Entry Level | Non-Executive | Allianz Technology | Full-Time | Permanent

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.

At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust.

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.