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Real Time Analyst (M/F)

2023-02-07 Lisboa Call Center, Apoio Ao Cliente Ref: 241-000714-1

Adecco Human Resources is currently searching and hiring, through it's Shared Service Center Recruitment team, English speakers for a role of Real Time Analyst (M/F) for it's international telecommunications client.


Funções

• Monitoring of actual staff activity (AHT, Occupancy)
• Make recommendations to improve resource management across customer services, i.e. shrinkage, AHT, occupancy, profiles, shift op-tions, opening hours etc.
• Monitoring and taking possession of aligned quantitative KPIs for contact center and independently initiation of SVL improving measures based on a deviation analyses
• Independently draw up of final reports and reporting to Management
• Information of peers and key internal stakeholders by detected ab-normalities and deviations inside the area of responsibility
• Call- and case distribution to secure KPIs
• Internal SPOC for outages including initiation of measures to solve outages and monitoring of initiated measures
• Real time monitoring of call- and case volume and independently initi-ation of measures
• Short time schedule changes and proactive improvements of sched-ules in order to secure our company targets.
• Proactive shrinkage management and support for our operational teams (e.g. highlighting sick and late or productivity issues)


Requisitos

• 3+ years of experience in Steering, Planning & Analytics, or a related working experience in a contact center environment preferably in the telecommunication sector
• Knowhow in customer service and processes in customer service
• Very strong analytical and conventional skills
• Solution-oriented approach
• Assertiveness and strong communicational skills
• Ability to work independently
• High load-bearing capacity
• Proactive and structured individual with exceptional analytical skills
• Readiness for flexible working hours
• Safe handling of MS Office Applications
• Ideally university degree or similar technical education
• Fluent in English
• Any other language is a plus (German, French, Italian)


Oferta

• Direct contract with the client;
• Base salary + Meal allowance;
• Monday to Sunday, between 07H00-22H00, rotative shifts


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