Real Time Analyst for a leading manufacturer of drones - Lisbon, Portugal

at  Foundever

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, to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of incoming calls, at the desired service level for our clients.

As a Real-Time Analyst in this project, your daily responsibilities will include:

• Monitoring site to ensure optimal staffing levels
• Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data
• Keys daily exception requests, updates schedules and responds to escalated issues and ad-hoc requests
• Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position
• Create strategic recommendations to improve productivity while balancing service levels and costs
• Assist in resolving serious customer complaints and escalated issues
• Facilitates, leads, and participates in daily, weekly and monthly business meetings
• Simulates different scenarios and develops contingency plans for unexpected events
• Working with multiple clients using a variety of tools to monitor & report performance
• Create and use standard templates to ensure consistent & accurate reporting
• Communicate actively with various groups to share call outs and deviations

To succeed in the role, you will need to have:

• Proficiency in English is mandatory
• Microsoft Excel knowledge (to be tested during the recruitment process - mandatory)
• Ability to communicate KPI data and forecasts to employees at all levels
• Ability to prioritize workload, meet deadlines and perform multiple tasks with great attention to details
• Availability to work fully from Santos office in Lisboa (mandatory)
• Work shift from Monday to Friday 8:00 am to 8:00 pm (the schedule can be updated in the future)

What we value:

• Previous experience in WFM
• Strong interpersonal and client service skills
• Excellent communication skills with all levels of the organization
• Strong problem-solving skills
• Experience of a multi skilling or multilingual resourcing
• Ability to develop and motivate a team

As a Real-Time Analyst in this project, your daily responsibilities will include:

• Monitoring site to ensure optimal staffing levels
• Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data
• Keys daily exception requests, updates schedules and responds to escalated issues and ad-hoc requests
• Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position
• Create strategic recommendations to improve productivity while balancing service levels and costs
• Assist in resolving serious customer complaints and escalated issues
• Facilitates, leads, and participates in daily, weekly and monthly business meetings
• Simulates different scenarios and develops contingency plans for unexpected events
• Working with multiple clients using a variety of tools to monitor & report performance
• Create and use standard templates to ensure consistent & accurate reporting
• Communicate actively with various groups to share call outs and deviation

To succeed in the role, you will need to have:

• Proficiency in English is mandatory
• Microsoft Excel knowledge (to be tested during the recruitment process - mandatory)
• Ability to communicate KPI data and forecasts to employees at all levels
• Ability to prioritize workload, meet deadlines and perform multiple tasks with great attention to details
• Availability to work fully from Santos office in Lisboa (mandatory)
• Work shift from Monday to Friday 8:00 am to 8:00 pm (the schedule can be updated in the future