Spanish Real-Time Analyst - Lisbon, Portugal

Foundever; Lisboa; Híbrido; EUR 24 000 - 36 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Competitive wages

Paid training

Employee discounts

Private healthcare & dental insurance

Growth opportunities

Wellness program

Job stability

Lifelong skills

Resumo da oferta

Foundever in Lisbon, Portugal is seeking a talented Spanish Real-Time Analyst to monitor delivery against plan and ensure appropriate agent coverage for service levels across voice, chat, and email channels.

You will work within the Workforce Management (WFM) team, performing real-time monitoring, intraday adjustments, and reporting to optimize operations and performance. This role requires EU work eligibility and strong Excel/forecasting skills.

Qualificações

• Ideally higher or university education with a technical background (mathematical or statistical course desirable).
• Previous call center experience required.
• Previous Workforce Management experience is mandatory.

Responsabilidades

• Collect relevant program information about KPIs/BTP (Expectations).
• Monitor queue and manage skills within the interval.
• Provide intraday governance and staffing outlooks for present-day +1 day.
• Update shrinkage segments and flag adherence issues in WFM tools.
• Produce shrinkage, interval, and agent-level reports and support planning.

Conhecimentos

Spanish level

Advanced English

Attention to detail

Organization

Time management

Team player

Communication

Problem-solving

Excel skills

Forecast communication

Formação académica

Higher education in technical field

Ferramentas

IEX

CMS

Avaya

WFM tools

Descrição da oferta de emprego

We are looking for a talented and accomplished Spanish 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.

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:

• Native or proficient level of Spanish is mandatory
• Advanced level of English
• 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
• High-speed internet access and appropriate conditions for remote work
• Must hold EU citizenship or a valid work permit for Portugal
• Be a local candidate or willing to relocate to Lisbon, Portugal

Education And Experience

• Ideally higher or university education with a technical background (mathematical or statistical course desirable)
• Previous call center experience required
• Previous Work Force Management experience is mandatory

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

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