German speaking Real Time Analyst

Posted 11 Vendredi mars
Job type Permanent
DisciplineService à la clientèle
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.


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.


  • 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