Real-Time Operations Specialist

4 semanas atrás


Lisboa, Lisboa, Portugal Sitel Corp. Tempo inteiro

Job Summary
Sitel Corp. is seeking a skilled Real-Time Operations Specialist to join our team. As a key member of our staff, you will be responsible for ensuring optimal staffing levels across our organization.

Key Responsibilities
Monitor site performance to ensure accurate forecasting and optimal staffing levels
Adjust intraday forecasts to determine required staffing levels, considering call volumes, call duration, and current trends
Key daily exception requests, update schedules, and respond to escalated issues and ad-hoc requests
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
Work with multiple clients using various tools to monitor and report performance
Communicate actively with various groups to share call outs and deviations

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 detail
Availability to work fully from Santos office (mandatory)
2 years experience in Workforce Management (WFM)

Benefits
Competitive wages
Paid professional training
Employee discounts
Private healthcare and 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



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