Drones Manufacturer Real Time Analyst Position

3 semanas atrás


Lisboa, Lisboa, Portugal Sitel Corp. Tempo inteiro

Job Summary

We are seeking a skilled Real-Time Staffing Analyst to join our team at Sitel Corp. in Lisbon, Portugal.

About the Role:

As a key member of our operational team, you will be responsible for optimizing resource allocation and ensuring seamless service delivery. Your primary focus will be on analyzing call volume trends, forecasting staff requirements, and implementing adjustments to meet our service level agreements.

Daily Responsibilities:

  • Monitor site performance to ensure optimal staffing levels.
  • Adjust intraday forecasts based on business drivers to determine required staffing levels.
  • Key daily exception requests, update schedules, and respond to escalated issues.
  • Assume additional duties and responsibilities as necessary.
  • Create strategic recommendations to improve productivity while balancing service levels and costs.
  • Assist in resolving serious customer complaints and escalated issues.
  • Facilitate daily, weekly, and monthly business meetings.
  • Simulate different scenarios and develop contingency plans for unexpected events.

Requirements:

To succeed in this role, you will need:

  • Proficiency in English is mandatory.
  • Microsoft Excel knowledge (to be tested during the recruitment process - mandatory).
  • Ability to communicate KPI data and forecasts to employees at all levels.
  • Ability to prioritize workload, meet deadlines, and perform multiple tasks with great attention to details.
  • Availability to work fully from Santos office in Lisboa (mandatory).
  • Work shift from Monday to Friday 8:00 am to 8:00 pm (the schedule can be updated in the future).
  • 2 years experience in WFM.

What We Value:

We are looking for individuals who possess:

  • Strong interpersonal and client service skills.
  • Excellent communication skills with all levels of the organization.
  • Strong problem-solving skills.
  • Experience of a multi-skilling or multilingual resourcing.
  • Ability to develop and motivate a team.

Benefits:

We offer competitive wages, paid professional training, 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, and life-long skills and experience.

Estimated Salary: €45,000 per year (based on industry standards and location)



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