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Real Time Analyst for Airbnb

2 meses atrás

Lisboa, Portugal Sitel Group Tempo inteiro

**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 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 **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
- **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 asset
- Ideally higher or university education with a technical background (mathematical or statistical course desirable)

**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.

**Follow us.**

**About Foundever**

Foundever 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.

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