Real Time Analyst at Allianz

Allianz; Lisboa; Presencial; EUR 23 000 - 32 000; Tempo integral

Resumo da oferta

Allianz seeks a Junior Real Time Analyst to join the Workforce Management team in a data-driven center of excellence in Lisbon. The role focuses on monitoring real-time operations, analyzing performance trends, and supporting decisions to hit service targets and deliver an outstanding customer experience.

We welcome graduates in quantitative fields or professionals with up to two years of experience. Portuguese and English language skills are required, with a hybrid work model in Miraflores,

Qualificações

• Bachelor's or Master's degree in Mathematics, Statistics, Data Analytics, Engineering or related quantitative field.
• Recent graduate or up to 2 years of professional experience.
• Proficient in Portuguese and fluent in English.
• Strong analytical and data interpretation skills.

Responsabilidades

• Monitor Contact Center operations in real time.
• Track and analyze key operational metrics such as service level and occupancy.
• Identify deviations from staffing plans and recommend actions.
• Support intraday schedule management to protect service levels.
• Assist with rosters, shift schedules, and break patterns with Workforce Planning.
• Prepare performance reports and dashboards.
• Collaborate with Team Leaders and Workforce Planners.
• Ensure data accuracy and reliability for decision making.
• Participate in process improvement and efficiency initiatives.

Descrição da oferta de emprego

Real Time Analyst at Allianz, Lisboa, P11, PT

Real Time Analyst at Allianz in Lisboa, P11, PT. This Full time on site position offers great opportunities for career growth.

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 escalation 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.

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.

Join us. Let's care for tomorrow.

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