Real Time Analyst (Work Force Management) Ref. No: 8290

Our Client is a fast-growing company from medical sector, which support an international companies mostly from USA and Ireland. Due to intensive development we are looking for an independent specialists, who will be responsible for building new contact centre in Cracow.

Region: Kraków, małopolskie

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Requirements:

• Excellent written and verbal English (C1 level)
• Excellent communication-  and presentation skills
• Demonstrating the highest standard of quality and professionalism in day-to-day activities and interactions
• Strong knowledge of call centre process, systems, and measurements
• Strong organizational-  and time management skills, ability to meet deadlines and working independently
• Ability to analysis problems, detect root causes and resolve issues
• Ability to work in a time-critical environment
• Ability to be flexible and quickly adapt to changing business needs and processes
• Ability to work in flexible hours if necessary (US clients)
• Strong analytical and technical skills
• Knowledge of Contact Services industry and Best Practice methodologies
• Experience in MS Office (Word, Excel, PowerPoint, Outlook)

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Responsibilities:

• Increasing productivity across all programs in the business
• Real time monitoring of call queues across the business
• Monitoring and tracking productivity across each of the programs
• Monitoring performance metrics on all programs to ensure targets are being achieved
• Regular communication with management to highlight any trends or concerns regarding volumes or staffing levels
• Generating intraday, daily, weekly, and monthly reports

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Offer:

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