Senior Real Time Analyst (m/f/d)

Job description:

Description

As a Senior Real Time Analyst you use your expertise to monitor and analyse intraday operations performance.  You verify attendance and produce intraday reporting to ensure service level agreements are met.  You contribute to the improvement of performance and development of the team.  You support the execution of real time projects/ initiatives

Requirements

Your responsibilities:Scheduling system maintenance: Monitor intraday metrics (volumes, productivity, internal and external production KPIs) to ensure proper staffing levels and compliance with the account’s service level agreements. Adjust schedules, call and skill routing based on actual performance and volumes.Intraday Reporting and Action Coordination: Proactively communicate intraday challenges impacting service level agreements to Operation leaders in support required actions. Provide feedback and guidance to Real Time Analysts on the team to improve performance and foster development.Coordination with Operations: Provide real-time performance reports (aux activities, hold time, after call usage) and post mortem reports to Operations leaders in the established cadence.Improvement and Support: Identify areas of improvement and provide actionable insights to leaders. Support leaders in the execution of real time projects/ initiatives.Core competencies:Giving support, focusing on customers, embracing technology, managing self-development.Leadership competencies:N/A no people management accountabilities.Functional competencies:Knowledge of intraday monitoring and reporting.Knowledge of service level management, line adherence management, reforecasting, rescheduling, call and routing management.Analytical and complex problem solving skills.Ability to work in a fast paced environment.Your skills:Experience: 18+ months of work experience in contact center; experience in real time analysis.Education: Bachelor’s degree or equivalent.Language Skills: CEFR B2 English (oral/ written).Start Date: Immediate availability 

Offer

Competitive Salary: Earn from EUR 1,648 to 2,060 gross.Health Coverage:  private health insurance after 3 months of probation period.Adaptable work schedule: flexible - shifts; Mon-Sun, option for night/late shiftsWell-being Perks: Regular fruit deliveries, free drinks, and a positive working environment.Modern Workspace: Work in a great office in Riga, featuring modern workspaces.Employee Discounts: Access exclusive discounts with fitness centers, restaurants, and more.Team Spirit: Participate in social gatherings, sports events, team-building activities and receive a bonus for referring new employees.Career Development & Growth Opportunities: Access our Career Academy for ongoing personal and professional growth.Dynamic Environment: Join a multicultural team with flat hierarchies and a first-name workplace culture.