German speaking Real Time Analyst

Posted 01 March 2022
LocationLisboa
Job type Permanent
DisciplineServicio al cliente
Reference35139
Contact NameJennifer Patzl

Job description

 

About the job:

The project is a new support line for the most used video streaming website in the world. You would be providing support to a multicultural inbound team based in Lisbon that works via Phone, Chat and Email, ensuring the resolution of any queries and technical difficulties that customers may have when using the platform.

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You will be responsible for creating reports of data analysis and assist in optimizing the operating model, as well as assuring the support lines availability in real-time.

Qualifications:

  • Fluent in English
  • At least +2 years’ experience in contact center
  • Preferably 1+ year experience in WFM (RTA role) working on  WFM tools like IEX, Aspect eWFM, Blue Pumpkin etc
  • Preferred experience on ACD switches like Avaya CMS, Symposium, Verint
  • Able to adapt quickly to changes in workflows
  • Excellent organizational skills and detail-oriented approach to problem solving
  • Proficiency in multitasking and prioritization
  • Understanding of business processes and improvement methods
  • Understanding of departmental policies and procedures
  • Able to communicate with all levels of management, especially during calibration sessions both internally and externally
  • Strong fundamental knowledge of Call Center Operations & Calculations
  • Proficient knowledge of MS Office (especially Excel)
  • Strong verbal and written communication skills
  • Knowledge of multi-channel and multi skill inbound/outbound processes

 

Key Responsibilities:

  • Working independently to complete analysis and development tasks
  • Providing insights and support in the creation of Weekly, Monthly, Quarterly Business Reviews
  • Creating Impact Assessments based on specific factors requested by the client
  • Working with the client and internal team members to identify additional service insights of value