Real-Time Analyst, Global Operations & Workforce Insight

Transcom; Porto; Presencial; EUR 20 000 - 32 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Corporate benefits

Discounts

Resumo da oferta

Transcom in Porto, Portugal is recruiting a Real Time Analyst for the English market. The role focuses on supervising and coordinating resources to ensure optimal operational performance, including real-time staffing, tracking metrics, and escalating risks.

You’ll support intraday actions, maintain reports, and work with Operations and Workforce Management to drive continuous improvement. English fluency and analytical skills are essential for success.

Qualificações

• C1 or higher written and spoken English.
• Degree and/or training in Business, Administration, Data Analysis or similar is a plus.
• Proficient in Microsoft Office, especially Excel.
• Experience in a contact center or data-related role is a plus, not mandatory.
• Strong organizational skills and attention to detail.

Responsabilidades

• Monitor real-time staffing, CSR availability, attendance, adherence and performance.
• Track call volumes, workload, service levels, waiting times and other KPIs.
• Identify deviations and potential service-level risks; escalate as needed.
• Support intraday actions: breaks, training, resource allocation based on needs.
• Maintain operational reports; collaborate with Operations and Workforce Management.

Conhecimentos

Real-time analysis

Workforce management

Data analysis

Excel

Communication

Formação académica

Degree in Business/Administration/Data Analysis

Ferramentas

CTI Avaya

Presence

Altitude

Descrição da oferta de emprego

Transcom in Porto, Portugal is recruiting a Real Time Analyst for the English market. The role focuses on supervising and coordinating resources to ensure optimal operational performance, including real-time staffing, tracking metrics, and escalating risks.

You’ll support intraday actions, maintain reports, and work with Operations and Workforce Management to drive continuous improvement. English fluency and analytical skills are essential for success.