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Real Time Analyst

2 meses atrás

Lisboa, Portugal Adecco Tempo inteiro

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)

**Oferece-se**:

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

**Tipo de oferta**: Integral/Full-time

Horário de trabalho:

- Turno de 8 horas
- Turno rotativo

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