Real Time Analyst with a high level of English

Your main tasks will be:

 Deliver optimal on the day customer service performance through managing routing, skilling, scheduling, and adherence in a real time arena.
 Ensure feedback provided to Operations and Workforce Management Team where barriers prevented strong performance.
 Identify and effectively articulate periods where expected staffing levels vary from requirements and work with Operational Contacts to agree actions to close variances promptly to reduce any Customer and/or financial impact.
 Work with Operation to react to on the day changes in staffing levels to effectively close any gaps that open due to increased absence etc.
 Working with Operational partners to ensure best use of idle time to schedule known learning and other off phone tasks.
 Ensure 100% of agent “investment” time is delivered and where events are cancelled in favour of customer service, ensure re-scheduling takes place.
 Maintain a real-time view of agent activity vs schedule vs volumes and coordinate action between Bridge Team and Operations to drive optimal daily performance.
 Maintain daily diary of events/actions to play back on daily basis into Morning Service Review with Workforce Team

 Stakeholder Relationships: Build and maintain effective and authentic working relationships with Operational Partners, identify and remove causes of conflict and help foster a one-team approach to service delivery.

 Teamwork: Build and maintain working relationships with col-leagues in P, DM&I to ensure accuracy of work and a frame-work for feeding back issues into the planning cycle.
 Effective Communication: ensure all relevant information is briefed to the appropriate department in a timely manner. Deliver messages, whether positive or challenging in a constructive manner.

-Demonstrate sound work ethic.
-Must have advanced level Microsoft Excel skills – Including advanced formulas.
-Ability to create reports in Excel and forecast results.
-Attention to detail and high level of accuracy.
-Ability to multi-task, focus and complete reports for extended periods of time.
-Previous call centre experience required.
-Previous Workforce Management experience is considered an asset.
-French language is a plus!

-Salary of 25K gross per year.
-Hybrid working style (HO - WFO)
-Monthly tickets restaurants
-Medical Health Insurance
-Possibility to work in an international company with international colleagues
-Long term contract