Senior Real-Time Analyst – Porto

Senior Real-Time Analyst - Porto, Portugal Porto, Portugal, PT

Job Description:

Come and work with us. We are looking for a talented and accomplished

Senior Real-Time Analyst

to monitor actual vs plan delivery at the Queue & agent level to ensure that the correct number of agents are available at the right times to achieve the desired service level/KPI. The Real-Time Analyst is part of the Workforce Management (WFM) team and it is responsible for real-time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outbound phone, chat, and email volume.

As a

Senior Real-Time Analyst , your daily responsibilities will include:

Collect information for RTM:

Collect relevant program information about KPIs/BTP (Expectations)

Collect information about "What if" Scenarios/Alert mechanisms/Escalation guidelines for the account

Queue management (Within the interval):

Monitor queue

Manage skills

Situation management

BCP situations: Downtime, System issues, etc.

Routing issues (client side)

Volume allocation (Load balancing client side)

Intraday management (Throughout the day):

Planned to delivery governance (Service KPIs, Handling capacity, Shrinkage, Handle time, Line adherence)

Send Staffing Outlook for present-day +1day at the start of shift to share projected plan

Midday reforecast to share plan vs actual delivery and revised O/U based on trends and run rate

Schedule Adherence (Agent level):

Update shrinkage segments in the WFM tool

Flagging agents out of adherence via Chat rooms/extns/radios

Reporting:

Shrinkage reports

Skill/Account level Interval report

Agent level report

RCA report

Schedule adherence reports

Feedback to Planning & scheduling

ID management (Optional) Handle additional responsibilities as assigned (Optional - Sr RTA )

To succeed in the role, you will need to have:

Senior profile with strong background as RTA ( ideal 3 years or more) or within the WF team in senior roles - Mandatory

English Fluent C1 level - Mandatory

Attention to detail and high level of accuracy

Focus (ability to complete reports for extended periods of time)

Team player with a positive attitude

Organization and time management (with the ability to manage simultaneous projects, prioritize workload, meet deadlines, and perform multiple tasks with attention to detail)

Adaptability (quickly and effectively adapt to change)

Communication (oral and written)

Problem-solving

Knows how to communicate call center data/forecasts to all levels of employees in an understandable fashion

Knows how to create reports in Excel and forecast results

Advanced level of MS Excel (including advanced formulas) and also Word, PowerPoint, and Outlook

VBA macros are an asset

Experience with IEX, CMS, Avaya, and other WFM tools is an asset

Must hold EU citizenship or a valid work permit for Portugal

Be a local candidate or willing to relocate to Porto, Portugal (Hybrid mode - not negotiable to WFH)

Benefits.

Competitive wages

Paid professional training

Employee discounts

Private healthcare & 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

Go further with Foundever We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career.

#J-18808-Ljbffr