Spanish Real-Time Analyst – WFM & Service-Level Champion

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

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.