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 assetCommunication 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 standardCareer progression opportunities in more than 50 countries worldwideDevelop yourself as part of a friendly, richly diverse and virtual international teamExceptional approach to your learning access to free learning platforms & language lessons
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