Real Time AnalystFlexibel; Madrid, Spanien; Barcelona, Spanien; Provinz Málaga, Spanien; Kanari - SDi Digital Group

Descripción

ABOUT THE JOB

• Call Management : Oversee call volume, daily attendance, and break schedules to ensure smooth operations.
• Process Improvement : Collaborate closely with the operations team to analyze and enhance their delivery processes.
• Staffing Coordination : Allocate and manage call center staff appropriately to meet service level objectives.
• Forecast Analysis : Conduct root-cause analysis to identify and quantify reasons for forecast variance and recommend changes to improve forecast accuracy and effectiveness.
• Reporting : Generate daily, weekly, and monthly internal reports to track performance and progress.
• Project Assistance : Provide support for projects and undertake other duties as requested or assigned.

ABOUT YOU

• Experience : Prior experience in a Contact Centre or a guest-oriented environment is essential.
• Flexibility : Ability to work fully flexible shift patterns, including weekends.
• Technical Skills : Advanced level skills in Microsoft Excel, including advanced formulas, Access, and Email. Proficiency in Visual Basic for Applications (VBA) macros is considered a valuable asset.
• Software Experience : Experience with Avaya, Amazon Connect, or TeleOpti is an asset
• Communication Skills : Excellent written and interpersonal skills in English, with the ability to constructively challenge and influence.
• Attention to Detail : High level of accuracy and attention to detail.
• Multitasking : Ability to multitask, maintain focus, and complete reports for extended periods of time.
• Problem-Solving : Proficient in problem-solving.
• Adaptability : Ability to learn and adapt to new software and stay updated on new developments.
• Proactive Thinking : Ability to identify areas of improvement and forward-thinking.

ABOUT OUR OFFER

• Competitive salary and benefits as standard
• Career progression opportunities in more than 50 countries worldwide
• Develop yourself as part of a friendly, richly diverse and virtual international team
• Exceptional approach to your learning access to free learning platforms & language lessons