Real Time Analyst
CPM International Telebusiness
Barcelona, España
hace 9 días
source : Emprego
  • Job purpose We are looking for a passionate WFM Report Analyst to support the management of the day-to-day contact centre operations.
  • The ideal candidate for this position will have a passion for workforce management, a high attention to detail and accuracy in produced work.

    Responsibilities To be fully aware of and advise upon the suitability of the agreed SLA’s and KPI’s and to ensure real time adherence through live monitoring of agents’ activities.

  • To monitor queues and coordinate staff allocation to ensure availability for each of the supported markets; To add and manage exceptions in the system in real time;
  • Interpret data, analyze results using statistical techniques and provide ongoing reports on a regular basis. Develop and implement data collection systems / reports and other strategies (including manually recollection of data) that optimise reporting efficiency and data quality.

    Identify, analyse and interpret trends or patterns on performance deviation issues / challenges and advice management. Filter and clean data, and review Airbnb reports and performance indicators to locate and correct data issues.

  • Work closely with management to prioritise business and information needs. - Requirements Strong analytical skills with the ability to collect, organise, analyse and disseminate significant amounts of information with attention to detail and accuracy;
  • Adept at queries, report writing and presenting findings; Attention to detail and strong communication skills. - Benefits Excellent multicultural work environment;
  • 32 calendar holidays per year; Kitchen facilities and free coffee, tea, water; Social activities (parties, sport events ) -

    The recruitment processes and people involved in them will not discriminate any candidacy because of age, disability, ethnic, marital status, gender, nationality, ideology, politic, race, religion and sexual orientation. - -

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