Analysts
·
Thessaloniki
Real Time Analyst
If you are looking for an opportunity to progress your career, we look forward to receiving your CV.
David Kennedy Recruitment is working with a leading BPO company, with great employee satisfaction ratings to find Real Time Analyst to join their team in Thessaloniki.
Position: Real Time Analyst
Location: Thessaloniki, Greece
Work Model: On-site
Employment type: Full-time
DUTIES AND RESPONSIBILITIES:
- Monitor queue level performance and variance to forecast in real time
- Report significant variations from forecast to Operations and WFM Management
- Provide recommendations for addressing and responding to variations from forecast
- Monitor agent level schedule adherence and report significant adherence issues proactively to Operations and WFM Management
- Analyze variations to forecast and project impact for the remainder of the day
- Compile and submit intraday reports with accuracy and timeliness, including proactive recommendations for actions
- Update schedules with real-time attendance and exceptions
- Approve/recommend alternatives for real-time schedule exception requests
- Perform other related duties as required.
REQUIREMENTS:
- Preferably 1 year of experience in RTA/WFM
- High level of attention to detail
- Good analytical skills, including root cause analysis
- Strong numerical literacy and a thorough understanding of contact center and WFM metrics
- Ability to communicate effectively with all levels of management, both written and verbal
- Strong proactive decision-making skills
- Ability to read trends and project those trends into future forecasts
- High degree of empathy for fellow workers
- Ability to resolve differences with win-win solutions
- Working schedule: shift rotation 24/7. 40 hours of work per week.
OFFER:
- Excellent remuneration package based on experience, skills and performance
- Indefinite contract
- Inclusive environment with a positive impact on the community.
- Transportation allowance, meal allowance, health insurance & 1day birthday leave after 1 year of tenure
- Encouragement of internal mobility and professional growth at all career stages
- And many others!
- Department
- Analysts
- Locations
- Thessaloniki
Thessaloniki
About David Kennedy Recruitment
David Kennedy Recruitment Ltd provides unparalleled recruitment services for international companies across the Europe. We bring a fresh and innovative approach to recruitment services, acting as liaison between the candidate and the client. Our goal is to exceed the expectations of every client and candidate, and leave each and every party satisfied.
Founded in
2018
Co-workers
1-5
Analysts
·
Thessaloniki
Real Time Analyst
If you are looking for an opportunity to progress your career, we look forward to receiving your CV.
Loading application form