Real Time Analyst for Airbnb

1 semana atrás

Porto, Porto, Portugal Sitel Group Tempo inteiro

Learn, Lead & Grow at Sitel Group
We believe experiences are everything, and that happy associates are successful ones. That's why we give our people the tools and the freedom to learn, grow, have fun and be themselves.
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GROW AS YOU GO. We invest in you, with internal programs, training and initiatives to develop your skills and help you reach your goals. We promote from within. We provide you with the tools, skills and resources to develop, both professionally and personally. You choose where you want to go; we help you get there.
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BE BOLD, BE YOU. #SitelLife represents our commitment to our people -to YOU. It's about coming exactly as you are. We empower everyone to live their truth, be themselves and use their voice -and we give them a platform to do so.
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WORK TOGETHER TO MAKE AN IMPACT. We strive to make the world a better place and empower others to do the same. We are mission-driven -and we leverage the power of our people to make a positive impact in the communities in which we live and work.
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GAIN STABILITY, EXPAND POSSIBILITIES. We celebrate successes and reward our people for the hard work they do every day. We offer benefits to keep you healthy and happy, such as paid time off and referral bonuses. Plus, fun perks like employee discounts.
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MAXIMIZE YOUR EXPERIENCE. We value open, honest and constructive conversation. We encourage you to speak up -and we listen when you do. Through MAX, our global community, we leverage our people's innovative ideas, experiences and feedback to shape and drive the future of Sitel Group.

About Sitel Group


As a global leader in end-to-end customer experience (CX) products and solutions, Sitel Group partners with the world's best-loved brands, from Fortune 500 companies to local startups, to build stronger relationships with their customers by creating meaningful connections that boost brand value.


With 100,000 people around the globe - working from home or from one of our CX hubs - we securely connect best-loved brands with their customers over 4.5 million times every day in 50+ languages.

Whether digital or voice-based, our solutions deliver a competitive edge across all customer touchpoints. Our award-winning culture is built on 35+ years of industry-leading experience and commitment to improving the employee experience.

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

Real Time Analyst to be responsible for the intraday management of resources, to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of incoming calls, at the desired service level for our clients.

As a

Real-Time Analyst in this project, 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 adhoc 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
    English C1 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
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Must hold EU citizenship or a valid work permit for Portugal:

Education and experience.

  • Previous call center experience required
  • Previous WorkForce Management experience is considered an ass

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