German Real Time Analyst - Athens, Greece
Sitel
Athens, Athens, GR
πριν από 2 μέρες

Learn, Lead & Grow. #SitelGreece

As a global leader in end-to-end customer experience (CX) products and solutions, Sitel Group® partners with the world’s best-loved brands, from Fortune 500 companies to local startups, to design, build and deliver a competitive edge across all customer touchpoints.

With our award-winning culture built on 35+ years of industry-leading experience and commitment to improving the employee experience, we improve business results by pairing innovative design thinking and digital solutions including self-service, artificial intelligence (AI), automation and data-driven analytics with the expertise, emotion and empathy of our people to Create Connection. Value Conversation.

Come and work with us.

We are looking for a talented German Real Time Analyst to support operations to ensure the correct staffing to answer customer contacts in order to achieve the desired service level agreements.

As a Real Time Analyst you’ll be responsible for the real time adherence and queue management. Your daily responsibilities will include :

  • Monitoring operation to ensure optimal staffing levels, by enter, maintain, and manage associate’s schedules
  • Directly interact with Supervisors and Agents to make adjustments to schedules and activities in real time
  • Adjust intraday forecasts to determine required staffing levels by projecting call volumes, call duration, using current trends and historical data
  • Generate and communicate activity reports, performance measures and call statistics to appropriate members of management
  • Implement daily exceptions requests, updates schedules and responds to escalated issues
  • Identify and anticipate issues, analyze immediate data and available resources to prepare a plan of action
  • React to changing situations with timeliness and a sense of urgency
  • Maximize your experience.

    To succeed in the role, you will need to have :

  • Native or proficient level of German
  • Advanced level of English (at least C1) both verbal and written
  • Other European language will be a plus
  • 1-3 years of WFM experience with a minimum of 1 year as an RTA
  • Minimum Higher Secondary Education
  • Strong computer skills that include proficiency in MS Office suite, particularly Excel
  • Advance knowledge of WFM tools like IEX, Genesys, eWFM, etc
  • Ability to communicate clearly and effectively with all levels within the organization
  • Knowledge of various Call Center Reporting Systems would be a plus
  • Must hold EU citizenship or valid work permit for Greece
  • Be a local candidate or willing to relocate to historic Athens, Greece
  • Gain stability, expand possibilities.

    What's in it for you? We give our people the tools and the freedom to learn, grow, have fun and be themselves.

  • Competitive wages and stability
  • Private healthcare & dental insurance (after six months of employment)
  • Continuous learning / development opportunities and competitive career opportunities
  • A safe, friendly, creative, innovative and technological organization
  • International and multicultural environment (celebrations, our SitelFit wellness program, initiatives to develop your skills and events to increase the team spirit)
  • Be bold. Be you.

    Our success lies in our diversity, and our differences are our strength. We are an equal opportunity company and we value and respect diversity.

    You choose where you want to go; we help you get there!

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