David Kennedy Recruitment is working with a BPO company that is looking to recruit a German speaking Real Time Analyst to join their offices in Timisoara. 

Position: Real Time Analyst 

Location: Timișoara, Romania

Work model: Hybrid 

Employment type: Full-time.

DUTIES AND RESPONSIBILITIES:

• Perform thorough analysis and provide insightful recommendations.
• Meet departmental goals and objectives effectively.
• Ensure data accuracy and integrity at all times.
• Demonstrate a strong understanding of operational processes and logical thinking.
• Prepare and deliver reports and analyses based on operational data.
• Adapt to change and manage multiple tasks efficiently.
• Oversee real-time queues and adjust resources as needed.
• Facilitate effective communication across team locations to manage staff.
• Maintain floor discipline and ensure a productive work environment.
• Make quick, informed decisions to help achieve service goals.
• Adhere to real-time performance metrics and targets.
• Consistently meet Service Level Agreements (SLA) and Abandon Rate goals.
• Ensure timely and accurate real-time reporting.
• Manage internal and external client relationships.
• Develop and maintain dashboards, reports, and ad-hoc reports as needed.
• Conduct in-depth data analysis and provide actionable insights.

REQUIREMENTS:

• Fluent in German (C1), with strong proficiency in both written and spoken communication, as well as English (B2) fluency.
• Proficient in MS Excel and other MS Office applications.
• Familiarity with contact center management systems (e.g., Avaya CMS).
• Ability to think strategically and focus on business opportunities and growth.
• Willingness to work in a dynamic, 24/5 work environment.
• Ability to work under pressure and demonstrate a proactive, results-driven attitude.
• Basic understanding of scheduling principles.
• Strong analytical skills.
• At least 1 year of experience in real-time queue management.
• Minimum of 2 years of exposure in a call center environment.

OFFER:

• Working schedule: 24/5
• Dynamic and creative team with positive and friendly atmosphere
• Guidance and tools to reach career potential
• Warm team atmosphere and fun team events
• Meal allowance and transportation reimbursement 
• Vacation bonus and fitness/wellness reimbursement 
• Gift vouchers for Christmas and Easter 
• Private health insurance