Real Time Analyst

3 weeks ago

Athens, Attica, Greece Foundever™ Full time
About FoundeverTM

FoundeverTM is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we're the team behind the best experiences for +750 of the world's leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

Come and work with us.

We are looking for a talented and accomplished Rela Time Analyst to join Foundever Greece

As a Real Time Analyst, your daily responsibilities will include:

  • Monitoring site to ensure optimal staffing levels
  • Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data
  • Keys daily exception requests, updates schedules and responds to escalated issues and ad-hoc requests
  • Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position
  • Create strategic recommendations to improve productivity while balancing service levels and costs
  • Assist in resolving serious customer complaints and escalated issues
  • Facilitates, leads, and participates in daily, weekly and monthly business meetings
  • Simulates different scenarios and develops contingency plans for unexpected events
  • Working with multiple clients using a variety of tools to monitor & report performance
  • Create and use standard templates to ensure consistent & accurate reporting
  • Communicate actively with various groups to share call outs and deviations

To succeed in the role, you will need to have:
  • Proficiency in EnglishC1 level is mandatory
  • 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
  • Attention to detail and a 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
  • Be based in Athens, Office-based position

Experience:

  • Previous WorkForce Management experience is considered an asset
  • Ideally higher or university education with a technical background (mathematical or statistical course desirable)
Go further with FoundeverTM

What's in it for you? We give our people the tools and the freedom to learn, grow, have fun and be themselves.

  • Very competitive wages and stability
  • Fully paid training
  • Permanent contract
  • Private healthcare
  • Continuous learning/development opportunities
  • Competitive career opportunities
  • A safe, friendly, diverse, supporting and technological company
  • International and multicultural environment (celebrations, initiatives to develop your skills and events to increase the team spirit)
  • EverBetter wellness program (Fitness room in our premises & Personal Trainer)
Apply Today

We take care of you and your development and make sure that you have the right conditions to deliver the best results. Subsequently, we expect that you give it your best at all times.

If you feel that this ad sums up your character and your ambitions, please submit your resume.

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