Real Time Analyst

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.
• Encouragement of internal mobility and professional growth at all career stages
• And many others!