Portuguese Real Time Analyst - Porto, Portugal Porto

Portuguese Real Time Analyst - Porto, Portugal
Porto
Porto, Porto District, Portugal

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Porto, Portugal, PT

Job Description:

Come and work with us.

We are looking for a talented and accomplished Real Time Analyst to be responsible for the intraday management of resources, ensuring the correct number of agents at the right times to answer an accurately forecasted volume of incoming calls, at the desired service level for our clients.

Responsibilities include:

• Monitoring the site to ensure optimal staffing levels.
• Adjusting intraday forecasts based on business drivers to determine required staffing levels by projecting call volumes, call durations, and staffing needs using current trends and historical data.
• Handling daily exception requests, updating schedules, and responding to escalated issues and
  - hoc requests.
• Performing other duties inherent to the position.
• Creating strategic recommendations to improve productivity while balancing service levels and costs.
• Assisting in resolving serious customer complaints and escalated issues.
• Leading and participating in daily, weekly, and monthly business meetings.
• Simulating scenarios and developing contingency plans for unexpected events.
• Working with multiple clients using various tools to monitor and report performance.
• Creating and using standard templates for consistent and accurate reporting.
• Communicating actively with various groups to share call outs and deviations.

Requirements to succeed:

• Native or Upper-Intermediate level of Portuguese (at least B2).
• Intermediate English level (B1).
• Microsoft Excel knowledge (mandatory, to be tested during recruitment).
• Ability to communicate KPI data and forecasts to employees at all levels.
• Ability to prioritize workload, meet deadlines, and perform multiple tasks with attention to detail.
• Must hold EU citizenship or a valid work permit for Portugal.
• Availability to work from our site in Porto.
• Availability to work 24x7 (40 hours/week).

Valued qualities:

• Strong interpersonal and client service skills.
• Excellent communication skills across all organizational levels.
• Strong
  - solving skills.
• Experience in
  - skilling or multilingual resourcing.
• Ability to develop and motivate a team.

Benefits include:

• Competitive wages.
• Paid professional training.
• Employee discounts.
• Private healthcare & dental insurance (after six months).
• Growth opportunities through development programs.
• Engaging company initiatives, including the Ever
  Better wellness program.
• Job stability.
• Long-term skills and experience.
• Excellent work culture.

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Watch this video for a sneak peek of the job in action.

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