Come and work with us.
We are looking for a talented and accomplished Spanish Real-Time Analyst to monitor actual vs plan delivery at the Queue & agent level to ensure that the correct number of agents are available at the right times to achieve the desired service level/KPI. The Real-Time Analyst is part of the Workforce Management (WFM) team and it is responsible for real-time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outbound phone, chat, and email volume.
As a Real-Time Analyst, your daily responsibilities will include:
Collect information for RTM:
Queue management (Within the interval):
Intraday management (Throughout the day):
Schedule Adherence (Agent level):
Reporting:
To succeed in the role, you will need to have:
Education and experience:
Benefits.
Go further with Foundever®
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Spanish Real-Time Analyst - Lisbon, Portugal • Lisbon, Portugal, Portugal
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