Real Time Analyst - Athens, Greece

About Foundever™

Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

Come and work with us.

We are looking for a talented and accomplished Rela Time Analyst to join Foundever Greece

As a Real Time Analyst, your daily responsibilities will include:

Monitoring site to ensure optimal staffing levels

Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data

Keys daily exception requests, updates schedules and responds to escalated issues and ad-hoc requests

Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position

Create strategic recommendations to improve productivity while balancing service levels and costs

Assist in resolving serious customer complaints and escalated issues

Facilitates, leads, and participates in daily, weekly and monthly business meetings

Simulates different scenarios and develops contingency plans for unexpected events

Working with multiple clients using a variety of tools to monitor & report performance

Create and use standard templates to ensure consistent & accurate reporting

Communicate actively with various groups to share call outs and deviations

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

Proficiency in English C1 level is mandatory

Preferable German or Italian (C1 level)

Advanced level of MS Excel (including advanced formulas) and also Word, PowerPoint and Outlook.

VBA macros are an asset

Experience with IEX, CMS, Avaya, and other WFM tools is an asset

Attention to detail and a high level of accuracy

Focus (ability to complete reports for extended periods of time)

Team player with a positive attitude

Organization and time management (with the ability to manage simultaneous projects, prioritize workload, meet deadlines and perform multiple tasks with attention to detail)

Adaptability (quickly and effectively adapt to change)

Communication (oral and written)

Problem solving

Knows how to communicate call center data/forecasts to all levels of employees in an understandable fashion

Knows how to create reports in Excel and forecast results

Be based in Athens, Office-based position

Experience:

Previous WorkForce Management experience is considered an asset

Ideally higher or university education with a technical background (mathematical or statistical course desirable)

At least 3 months of Foundever contract is required

#LI-Onsite

Go further with Foundever™

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

Very competitive wages and stability

Fully paid training

Permanent contract

Private healthcare

Continuous learning/development opportunities

Competitive career opportunities

A safe, friendly, diverse, supporting and technological company

International and multicultural environment (celebrations, initiatives to develop your skills and events to increase the team spirit)

EverBetter wellness program (Fitness room in our premises & Personal Trainer)

Apply Today!

We take care of you and your development and make sure that you have the right conditions to deliver the best results. Subsequently, we expect that you give it your best at all times.

If you feel that this ad sums up your character and your ambitions, please submit your resume.

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