Senior Operations Analyst
Há 1 mês
Job Summary: Sitel Corp. is seeking a Senior Operations Analyst to join our team in Lisbon, Portugal. The ideal candidate will have experience in workforce management and be able to analyze data to optimize staffing levels.
Key Responsibilities:
- Monitor site to ensure optimal staffing levels
- Adjust intraday forecasts to determine required staffing levels
- Key daily exception requests, update schedules, and respond to escalated issues
- Create strategic recommendations to improve productivity while balancing service levels and costs
- Assist in resolving serious customer complaints and escalated issues
- Facilitate, lead, and participate in daily, weekly, and monthly business meetings
- Simulate different scenarios and develop contingency plans for unexpected events
Requirements:
- 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 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
- Life-long skills and experience
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