Real Time Analyst

2 tygodni temu

Gdańsk, Pomerania, Polska Business English Academy Pełny etat

Position: Real Time Analyst

Location: Gdańsk, Poland

Work Model: hybrid

Employment type: Full-time

DUTIES AND RESPONSIBILITIES:

  • Oversee billable hour projections throughout the day and promptly inform management of any potential risks
  • Facilitate timely communication with relevant teams and stakeholders
  • Assess and implement ad hoc events and training plans for the current week in accordance with client requirements
  • Prepare Shrinkage, Adherence, and Attendance Reports: ensure the timely delivery and analysis of these reports for performance evaluation
  • Develop strategies to enhance operations based on observed trends and identified areas for improvement
  • Focus on ongoing optimization and efficiency in operations
  • Maintain detailed records and conduct thorough analyses to guide future strategies and decisions.

REQUIREMENTS:

  • At least 2 years of experience in a call center and/or 1 year specifically in workforce management
  • Excellent oral and written communication skills, specifically minimum B2 English level
  • Familiarity with workforce management processes, including staffing projections, scheduling, service level analysis, and metrics monitoring is preferred
  • Above-average knowledge of Google Suite applications (Sheets, Slides) and MS Office applications (Word, Excel)
  • Understanding of local country labor laws and regulations related to workforce management and scheduling is preferred
  • Ability to showcase innovation, good judgment, and problem-solving skills when making decisions related to scheduling and resource allocation.

OFFER:

  • Freedom to implement your own ideas in a highly motivated team
  • Close cooperation with other departments
  • A demanding and comprehensive area that encourages shaping customer service for our key partner
  • Internal training and learning opportunities
  • Career opportunities in an international company
  • Committed and motivated Team
  • Private medical healthcare
  • Medicover Sport card
  • Co - financing of online courses on three different platforms
  • And many others

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