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

    SDi Digital Group background
    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
    #J-18808-Ljbffr