Real-time Analyst

2 semanas atrás

Lisboa, Portugal Uber Tempo inteiro

**About the Role**:
We are looking for a Workforce Management Specialist to join our team

This person will be responsible for intra-day management of service level, site efficiency/occupancy and agents to ensure adherence to schedule and compliance with established parameters during real time situations. This will require constant communication with Supervisors, Operations Managers and Support Center personnel.

**What You’ll Do**:

- Supervise real-time volume in a multi-skill contact center environment
- Use WFM software and call volume history to help manage intra-day staffing levels
- Determine the most effective methods for needed intra-day staffing adjustments
- Ability to identify emerging trends and measure impact to the business
- Proactively distill data into concrete insights & recommendations
- Assess availability for training, special projects, and other functions
- Assist with time-off requests and enter schedule exceptions for contact center agents
- Deliver tailored messaging to targeted audiences
- Working knowledge of and ability to speak to WFM/contact center metrics and terminology
- Through curiosity, research anomalies and delve into the ‘why’ behind the data
- Creates a positive work environment that fosters successful team performance
- Perform additional duties as required

**What You’ll Need**:

- Fluent in English
- 1+ years of WFM experience (desirable)
- Intermediate level of experience with Google Sheets and MS Excel (i.e. creating spreadsheets, v-lookups, pivot tables, etc.) (**required**)
- Strong quantitative, analytical and technical aptitude skills (**required**)
- Proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action
- Competency in dealing with all levels of employees/management and building strong relationships with teams and all organizational customers
- Ability to work a flexible schedule, including nights, weekends, & holidays when needed
- Experience with workforce systems such as Verint or NICE is highly desirable
- Experience using SQL and JavaScript for Google sheets/docs is highly desirable

  • Real Time Analyst

    Há 11 horas

    Lisboa, Lisboa, Portugal Konecta Tempo inteiro

    Estamos a contratar: Real Time Analyst (RTA)Local:Portugal (Presencial / Híbrido)Empresa:Konecta Portugal – Líder no setor BPOSobre a Konecta Portugal:Na Konecta, estamos comprometidos em oferecer soluções inovadoras e serviços de excelência aos nossos clientes. Trabalhamos com grandes marcas internacionais, incluindo um cliente líder no setor da...

  • Real time analyst

    2 semanas atrás

    Lisboa, Portugal Konecta Tempo inteiro

    Estamos a contratar: Real Time Analyst (RTA) Local: Portugal (Presencial / Híbrido) Empresa: Konecta Portugal – Líder no setor BPO Sobre a Konecta Portugal: Na Konecta, estamos comprometidos em oferecer soluções inovadoras e serviços de excelência aos nossos clientes. Trabalhamos com grandes marcas internacionais, incluindo um cliente líder no setor...

  • Real Time Analyst

    1 semana atrás

    Lisboa, Portugal Konecta Tempo inteiro

    Estamos a contratar: Real Time Analyst (RTA)Local: Portugal (Presencial / Híbrido)Empresa: Konecta Portugal – Líder no setor BPOSobre a Konecta Portugal:Na Konecta, estamos comprometidos em oferecer soluções inovadoras e serviços de excelência aos nossos clientes. Trabalhamos com grandes marcas internacionais, incluindo um cliente líder no setor da...

  • Real Time Operations Analyst

    Há 2 dias

    Lisboa, Portugal Mercadão Tempo inteiro

    **Mercadão** is a Glovo startup specialized in on-demand delivery of big basket orders. Our current goal is to build world-class e-commerce logistics for big basket orders (+100€). Do you enjoy the adrenaline of last-mile deliveries? If your answer is YES, we are looking forward to meeting you. **YOUR MISSION** Join us as a Real Time Operations Analyst...

  • Global Shares

    Há 4 dias

    Lisboa, Portugal JPMorgan Chase & Co Tempo inteiro

    **JOB DESCRIPTION** Global Shares customer service team are seeking a self-driven, customer-focused real time analyst to join our team and assist with driving operational excellence. This includes managing customer service processes related to the identification, prioritization, and resolution of customer and participant service requests and incidents,...

  • Real Estate Senior Analyst

    Há 2 dias

    Lisboa, Portugal Indie Campers Tempo inteiro

    **ABOUT US** Indie Campers, the go-to campervan Marketplace, is on a mission of making road trips available to everyone. Thanks to its digital approach and customer-centric orientation, Indie Campers has developed a strong booking experience and high-quality road trips at affordable prices. With over one million nights rented through our travel platform, we...

  • Real Assets Credit Analyst Trainee

    Há 5 dias

    Lisboa, Portugal BNP Paribas CIB Tempo inteiro

    1 day ago Be among the first 25 applicants About The Job - The Transportation Finance team is currently made of 45+ people including a Coverage Relationship & Origination team, a Transaction & Execution team and a Credit Portfolio Management Team (CPM) spread across 6 countries serving the sector client in EMEA. These teams are split across three majors,...

  • Business Analyst – Real Estate

    Há 12 horas

    Lisboa, Lisboa, Portugal Finsolutia Tempo inteiro

    A Finsolutia é uma Fintech moderna, dinâmica e robusta, especializada na área do crédito e gestão de ativos financeiros, com mais de 300 colaboradores em toda a Península Ibérica.Estamos a reforçar a nossa equipa com um Business Analyst, com foco em projetos de Real Estate e Avaliações Imobiliárias — uma oportunidade desafiante e ambiciosa para...

  • Financial Planning

    4 semanas atrás

    Lisboa, Portugal Aon Tempo inteiro

    Financial Planning & Analysis Analyst (FP&A Analyst) Join to apply for the Financial Planning & Analysis Analyst (FP&A Analyst) role at Aon O que oferecemos Salário competitivo Acesso a uma gama atrativa de benefícios através do nosso portal de benefícios online Horário flexível e regime de trabalho híbrido Ambiente internacional, com oportunidade de...

  • Data Analyst

    1 semana atrás

    Lisboa, Portugal L2G para Connecta Portugal Tempo inteiro

    **Procuramos um Data Analyst apaixonado por transformar dados em decisões!** És movido por números, padrões e, pela capacidade de gerar impacto real através da análise de dados? Gostas de traduzir informações em insights que conduzam a decisões estratégicas? Então o teu lugar é aqui! Somos um contact center com mais de duas décadas de...