**Real Time Analyst Position**
We are seeking a highly skilled and accomplished Real-Time Analyst to manage intraday resources, ensuring the optimal number of agents are available to meet an accurately forecasted volume of incoming calls at desired service levels for our clients.
This role involves:
* Monitoring site operations to ensure optimal staffing levels
* Adjusting intraday forecasts based on business drivers to determine required staffing levels by projecting call volumes, duration, and required staffing using current trends and historical data
* Keying daily exception requests, updating schedules, and responding to escalated issues and ad-hoc requests
* Assuming additional duties and responsibilities not outlined herein but inherent to the position
* Creating strategic recommendations to improve productivity while balancing service levels and costs
* Assisting in resolving serious customer complaints and escalated issues
* Facilitating, leading, and participating in daily, weekly, and monthly business meetings
* Simulating scenarios and developing contingency plans for unexpected events
* Working with multiple clients using various tools to monitor and report performance
* Creating and utilizing standard templates for consistent and accurate reporting
* Communicating actively with teams to share call-outs and deviations
To succeed in this role, you will need:
* Proficiency in English is mandatory
* Microsoft Excel knowledge (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 detail
* Availability to work fully from Santos office in Lisboa (mandatory)
* Work shift from Monday to Friday 8:00 am to 8:00 pm (schedule subject to change)
* 2 years experience in WFM
We value:
* Strong interpersonal and client service skills
* Excellent communication skills with all levels of the organization
* Strong problem-solving skills
* Experience of multi-skilling or multilingual resourcing
* Ability to develop and motivate a team
**Benefits**
* Competitive wages
* Paid professional training
* Employee discounts
* Private healthcare and 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