Greece Job Openings
JUJUR
Real Time Analyst - English - Thessaloniki
Thessaloníki
October 1, 2024
Location: Thessaloniki, Greece
Work Model: On-site
Employment type: Full-time.
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 real-time attendance and exceptions
- Approve/recommend alternatives for real-time 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 decision-making skills
- Ability to read trends and project those trends into future forecasts
- High degree of empathy for fellow workers
- Ability to resolve differences with win-win 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!
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