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German speaking Real Time Analyst
- Posted 11 Vendredi mars
- LocationLisbonne
- Discipline Service à la clientèle
- 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