Spanish Real-Time Analyst - Lisbon, Portugal

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We are looking for a talented and accomplished Spanish Real-Time Analyst to monitor actual vs plan delivery at the Queue & agent level to ensure that the correct number of agents are available at the right times to achieve the desired service level/KPI. The Real-Time Analyst is part of the Workforce Management (WFM) team and it is responsible for real-time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outbound phone, chat, and email volume.

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

Collect information for RTM:

- Collect relevant program information about KPIs/BTP (Expectations)

- Collect information about “What if” Scenarios/Alert mechanisms/Escalation guidelines for the account

Queue management (Within the interval):

- Monitor queue

- Manage skills

- Situation management

- BCP situations: Downtime, System issues, etc.

- Routing issues (client side)

- Volume allocation (Load balancing client side)

Intraday management (Throughout the day):

- Planned to delivery governance (Service KPIs, Handling capacity, Shrinkage, Handle time, Line adherence)

- Send Staffing Outlook for present-day +1day at the start of shift to share projected plan

- Midday reforecast to share plan vs actual delivery and revised O/U based on trends and run rate

Schedule Adherence (Agent level):

- Update shrinkage segments in the WFM tool

- Flagging agents out of adherence via Chat rooms/extns/radios

Reporting:

- Shrinkage reports

- Skill/Account level Interval report

- Agent level report

- RCA report

- Schedule adherence reports

- Feedback to Planning & scheduling

- ID management (Optional) Handle additional responsibilities as assigned (Optional - Sr RTA )

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

- Native or proficient level of Spanish is mandatory

- Advanced level of English

- Attention to detail and high level of accuracy

- Focus (ability to complete reports for extended periods of time)

- Team player with a positive attitude

- Organization and time management (with the ability to manage simultaneous projects, prioritize workload, meet deadlines, and perform multiple tasks with attention to detail)

- Adaptability (quickly and effectively adapt to change)

- Communication (oral and written)

- Problem-solving

- Knows how to communicate call center data/forecasts to all levels of employees in an understandable fashion

- Knows how to create reports in Excel and forecast results

- Advanced level of MS Excel (including advanced formulas) and also Word, PowerPoint, and Outlook

- VBA macros are an asset

- Experience with IEX, CMS, Avaya, and other WFM tools is an asset

- High-speed internet access and appropriate conditions for remote work

- Must hold EU citizenship or a valid work permit for Portugal

- Be a local candidate or willing to relocate to Lisbon, Portugal

Education and experience:

- Ideally higher or university education with a technical background (mathematical or statistical course desirable)

- Previous call center experience required

- Previous Work Force Management experience is mandatory

Benefits.

- Competitive wages

- Paid professional training

- Employee discounts

- Private healthcare & dental insurance (after six months of employment)

- Growth opportunities through various development programs

- Fun and engaging company-wide initiatives, including our EverBetter wellness program

- Job stability

- Life-long skills and experience

- Excellent work culture

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