Italian Real Time Analyst - Lisbon, Portugal
Foundever
- Lisboa
- Permanente
- Horário completo
- 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
- Native or proficient level of Italian (C2)
- 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 100% on-site Santos, Lisbon - mandatory
- Expected Schedules: Monday to Friday - 9h to 18h
- 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
- 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