Senior Real-Time Analyst – Porto (Hybrid)

Foundever; Porto; Hybrid; EUR 32,000 - 48,000; Full time

Benefits offered by this job

Competitive wages

Paid professional training

Employee discounts

Private healthcare & dental insurance

Growth opportunities through various开发

Job summary

Foundever in Porto, Portugal is seeking a Senior Real-Time Analyst to monitor actual vs plan delivery across queue and agent levels, ensuring adequate staffing to meet service levels for calls, chat, and email.

The role is part of the Workforce Management (WFM) team and focuses on real-time service levels, intraday governance, and reporting. English fluency and a senior background are mandatory, as is the ability to work in a hybrid Porto environment.

Qualifications

• Senior profile with 3+ years as Real-Time Analyst or in senior WFMs roles.

Responsibilities

• Monitor real-time delivery against plan at queue and agent level.

Skills

RTA experience

English (C1)

Attention to detail

Time management

Communication

Problem solving

Tools

IEX

CMS

Avaya

MS Excel

VBA

WFM tools

Job description

Foundever in Porto, Portugal is seeking a Senior Real-Time Analyst to monitor actual vs plan delivery across queue and agent levels, ensuring adequate staffing to meet service levels for calls, chat, and email.

The role is part of the Workforce Management (WFM) team and focuses on real-time service levels, intraday governance, and reporting. English fluency and a senior background are mandatory, as is the ability to work in a hybrid Porto environment.