[Hiring] Spanish Real-Time Analyst @Foundever®

Role Description

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 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:
  • Collect relevant program information about KPIs/BTP (Expectations)
  • Collect information about “What if” Scenarios/Alert mechanisms/Escalation guidelines for the account
• Queue management (Within the interval):
  • Monitor queue
  • Manage skills
  • Situation management
  • BCP situations: Downtime, System issues, etc.
  • Routing issues (client side)
  • Volume allocation (Load balancing client side)
• Intraday management (Throughout the day):
  • Planned to delivery governance (Service KPIs, Handling capacity, Shrinkage, Handle time, Line adherence)
  • Send Staffing Outlook for present-day +1day at the start of shift to share projected plan
  • Midday reforecast to share plan vs actual delivery and revised O/U based on trends and run rate
• Schedule Adherence (Agent level):
  • Update shrinkage segments in the WFM tool
  • Flagging agents out of adherence via Chat rooms/extns/radios
• Reporting:
  • Shrinkage reports
  • Skill/Account level Interval report
  • Agent level report
  • RCA report
  • Schedule adherence reports
  • Feedback to Planning & scheduling
• ID management (Optional) Handle additional responsibilities as assigned (Optional - Sr RTA)

Qualifications

• Native or proficient level of Spanish is mandatory
• Advanced level of English
• Attention to detail and high level of accuracy
• Focus (ability to complete reports for extended periods of time)
• Team player with a positive attitude
• Organization and time management (with the ability to manage simultaneous projects, prioritize workload, meet deadlines, and perform multiple tasks with attention to detail)
• Adaptability (quickly and effectively adapt to change)
• Communication (oral and written)
• Problem-solving
• Knows how to communicate call center data/forecasts to all levels of employees in an understandable fashion
• Knows how to create reports in Excel and forecast results
• Advanced level of MS Excel (including advanced formulas) and also Word, PowerPoint, and Outlook
• VBA macros are an asset
• Experience with IEX, CMS, Avaya, and other WFM tools is an asset
• High-speed internet access and appropriate conditions for remote work
• Must hold EU citizenship or a valid work permit for Portugal
• Be a local candidate or willing to relocate to Lisbon, Portugal

Requirements

• Ideally higher or university education with a technical background (mathematical or statistical course desirable)
• Previous call center experience required
• Previous Work Force Management experience is mandatory

Benefits

• Competitive wages
• Paid professional training
• Employee discounts
• Private healthcare & dental insurance (after six months of employment)
• Growth opportunities through various development programs
• Fun and engaging company-wide initiatives, including our EverBetter wellness program
• Job stability
• Life-long skills and experience
• Excellent work culture