Real Time Analyst - Lisbon, Portugal

Sitel; Lisboa; Presencial; EUR 25 000 - 35 000; Tempo integral

Resumo da oferta

A leading customer service provider in Lisbon is seeking a Real Time Analyst responsible for managing staffing levels and ensuring optimal resource allocation. Candidates should be proficient in English and have at least an intermediate level of Portuguese, alongside strong Excel skills and the ability to communicate effectively with teams. This role offers competitive wages, professional training, and various growth opportunities.

Serviços

Competitive wages

Paid professional training

Employee discounts

Private healthcare & dental insurance

Growth opportunities

Fun company-wide initiatives

Job stability

Qualificações

• Must hold EU citizenship or valid work permit for Portugal.
• Availability to work 100% from our site in Lisbon.
• Ability to communicate KPI data and forecasts to employees.

Responsabilidades

• Monitor site to ensure optimal staffing levels.
• Adjust intraday forecasts and determine required staffing levels.
• Key daily exception requests and update schedules.
• Create strategic recommendations for productivity improvements.
• Assist in resolving customer complaints and escalated issues.

Conhecimentos

Native or Proficient level of English (C1)

Intermediate level of Portuguese (B1)

Microsoft Excel knowledge

Strong interpersonal and client service skills

Excellent communication skills

Strong problem-solving skills

Descrição da oferta de emprego

Come and work with us.

We are looking for a talented and accomplished Real Time Analyst to be responsible for the intraday management of resources, to ensure the correct number of agents at the right times 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
• Adjust 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
• Keys daily exception requests, updates schedules and responds to escalated issues and ad-hoc requests
• Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position
• Create strategic recommendations to improve productivity while balancing service levels and costs
• Assist in resolving serious customer complaints and escalated issues
• Facilitates, leads, and participates in daily, weekly and monthly business meetings
• Simulates different scenarios and develops contingency plans for unexpected events
• Working with multiple clients using a variety of tools to monitor & report performance
• Create and use standard templates to ensure consistent & accurate reporting
• Communicate actively with various groups to share call outs and deviations

To succeed in the role, you will need to have:

• Native or Proficient level of English (At least C1)
• intermediate level of Portuguese (At least B1)
• 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 details
• Must hold EU citizenship or valid work permit for Portugal
• Availability to work 100% from our site in Lisbon

What we value:

• Strong interpersonal and client service skills
• Excellent communication skills with all levels of the organization
• Strong problem-solving skills
• Experience of a multi skilling or multilingual resourcing
• Ability to develop and motivate a team

Benefits.

• Competitive wages
• Paid professional training
• Employee discounts
• Private healthcare & dental insurance (after six months of employment)
• Growth opportunities through various development programs
• Fun and engaging company-wide initiatives, including our EverBetter wellness program
• Job stability
• Life-long skills and experience
• Excellent work culture

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