Senior Real-Time Analyst - Porto, Portugal

Foundever; Porto; Vor Ort; EUR 32.000 - 48.000; Vollzeit

Benefits dieser Stelle

Competitive wages

Paid professional training

Employee discounts

Private healthcare & dental insurance

Growth opportunities through various开发

Zusammenfassung

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.

Qualifikationen

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

Aufgaben

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

Kenntnisse

RTA experience

English (C1)

Attention to detail

Time management

Communication

Problem solving

Tools

IEX

CMS

Avaya

MS Excel

VBA

WFM tools

Jobbeschreibung

Senior Real-Time Analyst - Porto, Portugal

Porto, Portugal, PT

Job Description:

Come and work with us.

We are looking for a talented and accomplished Senior Real-Time Analyst to monitor actual vs plan delivery at the Queue & agent level to ensure that the correct number of agents are available at the right times to achieve the desired service level/KPI. The Real-Time Analyst is part of the Workforce Management (WFM) team and it is responsible for real-time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outbound phone, chat, and email volume.

As a Senior Real-Time Analyst, your daily responsibilities will include:

Collect information for RTM:

• Collect relevant program information about KPIs/BTP (Expectations)
• Collect information about "What if" Scenarios/Alert mechanisms/Escalation guidelines for the account

Queue management (Within the interval):

• Monitor queue
• Manage skills
• Situation management
• BCP situations: Downtime, System issues, etc.
• Routing issues (client side)
• Volume allocation (Load balancing client side)

Intraday management (Throughout the day):

• Planned to delivery governance (Service KPIs, Handling capacity, Shrinkage, Handle time, Line adherence)
• Send Staffing Outlook for present-day +1day at the start of shift to share projected plan
• Midday reforecast to share plan vs actual delivery and revised O/U based on trends and run rate

Schedule Adherence (Agent level):

• Update shrinkage segments in the WFM tool
• Flagging agents out of adherence via Chat rooms/extns/radios

Reporting:

• Shrinkage reports
• Skill/Account level Interval report
• Agent level report
• RCA report
• Schedule adherence reports
• Feedback to Planning & scheduling
• ID management (Optional) Handle additional responsibilities as assigned (Optional - Sr RTA )

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

• Senior profile with strong background as RTA ( ideal 3 years or more) or within the WF team in senior roles - Mandatory
• English Fluent C1 level - Mandatory
• Attention to detail and high level of accuracy
• Focus (ability to complete reports for extended periods of time)
• Team player with a positive attitude
• Organization and time management (with the ability to manage simultaneous projects, prioritize workload, meet deadlines, and perform multiple tasks with attention to detail)
• Adaptability (quickly and effectively adapt to change)
• Communication (oral and written)
• Problem-solving
• Knows how to communicate call center data/forecasts to all levels of employees in an understandable fashion
• Knows how to create reports in Excel and forecast results
• Advanced level of MS Excel (including advanced formulas) and also Word, PowerPoint, and Outlook
• VBA macros are an asset
• Experience with IEX, CMS, Avaya, and other WFM tools is an asset
• Must hold EU citizenship or a valid work permit for Portugal
• Be a local candidate or willing to relocate to Porto, Portugal (Hybrid mode - not negotiable to WFH)

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

Go further with Foundever

We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career.