Real Time Analyst

2 tygodni temu

Gdańsk, Polska careerxtra Pełny etat

We are partnering with a leading Outsourcing/BPO consultancy that assists businesses in creating positive, interactive, and successful customer interactions using a blend of human touch and technology. We are currently looking for a Real Time Analyst to join their team in Gdańsk, Poland.

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, in English.
  • 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

If you have experience in workforce management and are looking for a dynamic role in a supportive and innovative environment, we encourage you to apply for this exciting opportunity in Gdańsk. Join us and contribute to optimizing operations and shaping customer service for our key partner.

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