Real Time Analyst - Thessaloniki

Position: Real Time Analyst

Location: Thessaloniki Greece

Work Model: Onsite

Employment type: Fulltime

DUTIES AND RESPONSIBILITIES:

• Monitor queue level performance and variance to forecast in real time
• Report significant variations from forecast to Operations and WFM Management
• Provide recommendations for addressing and responding to variations from forecast
• Monitor agent level schedule adherence and report significant adherence issues proactively to Operations and WFM Management
• Analyze variations to forecast and project impact for the remainder of the day
• Compile and submit intraday reports with accuracy and timeliness including proactive recommendations for actions
• Update schedules with realtime attendance and exceptions
• Approve/recommend alternatives for realtime schedule exception requests
• Perform other related duties as required.

REQUIREMENTS:

• Preferably 1 year of experience in RTA/WFM
• High level of attention to detail
• Good analytical skills including root cause analysis
• Strong numerical literacy and a thorough understanding of contact center and WFM metrics
• Ability to communicate effectively with all levels of management both written and verbal
• Strong proactive decisionmaking skills
• Ability to read trends and project those trends into future forecasts
• High degree of empathy for fellow workers
• Ability to resolve differences with winwin solutions
• Working schedule: shift rotation 24/7. 40 hours of work per week.

OFFER:

• Excellent remuneration package based on experience skills and performance
• Indefinite contract
  
• Inclusive environment with a positive impact on the community.
  
• Transportation allowance meal allowance health insurance & 1day birthday leave after 1 year of tenure
• Encouragement of internal mobility and professional growth at all career stages
• And many others!