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Our Opportunities

Find the job of your dream !

Real Time Analyst

City : Athens

Job : Other

Responsible for real-time and/or 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.

 

Responsibilities :

  • Create and accurately maintain CSA shift schedules ensuring that shifts are optimally planned to meet the sites short term forecast requirements and SLs (Service Levels)

  • Monitoring actual staffing levels against plan and taking the relevant corrective actions as required like OT (Over Time) calls, Cross skill support, shrinkage, shift changes to improve service levels

  • Monitor adherence to AHT (Average Handling Time), AUX (non-productive time limits) and CSA productivity and escalate any areas for development or recognition

  • Support Workflow Manager and Operations manager by maintaining accurate records of planned and required headcount in each of the skills/OU/Mediums week over week. Keeps track of skills wise movements and Attrition to support Workflow Manager and Operations manager in making decisions about internal movements

  • Responsible for Automating and maintaining reports to be used in reporting on service level misses. Also, automates tool that will enable completion of root cause analysis and production of corrective action plans for SL misses

 

Requirements :

  • Bachelor degree in Economics, Statistics, Business Analytics

  • Advanced Excel knowledge

  • 1-2 years of working experience in contact center or customer service environment

  • 6 months of working experience in similar role

  • Fluent English (second language will be considered a strong plus)

  • Advanced analytical skills, solution orientations and analysis support on project and new initiatives

  • Designing improved methods, systems and processes

  • High attention to detail and ability to deep dive Identify root causes of variance and to execute solutions.

  • Cross-cultural communication skills

  • Demonstrated experience presenting to and working with senior management

  • Process orientation and customer focus

 

 

The Company offers :

  • Competitive remuneration package

  • Opportunities for international Career through WEBHELP International Mobility program

  • A challenging working environment 



 

Why Should you apply :

Our clients are seeking teams of bright and diverse individuals to work in a brand new contact center which offers a wide range of support to users throughout the World. Teams are fully multilingual and you will work within a truly international organization and team. Do you want to build a career within a new multinational fast growing company in Greece? Are you interested in working for an innovative, technology driven company? If you say yes to these two questions, then we are waiting your application!


 

 

Application procedure:
 

If you feel excited at the prospect of joining our team, please apply at: https://bit.ly/2Ny5v7y with the comment "Real Time Analyst".

After the assessment of applications, we will contact the candidates who meet the profile’s requirements to arrange an interview at our premises



 

 

 

Non Discrimination: 

WEBHELP see diversity as a resource and encourages everyone regardless of gender, age, religion, ethnicity to seek employment with us.



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