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English Real-Time Analyst - Athens, Greece

Req ID#:  309648

Athens, Athens, GR

English Real-Time Analyst - Athens, Greece

Operations

Learn, Lead & Grow. #SitelGreece

 

As a global leader in end-to-end customer experience (CX) products and solutions, Sitel Group® partners  with the world’s best-loved brands, from Fortune 500 companies to local startups, to design, build and  deliver a competitive edge across all customer touchpoints. 


With our award-winning culture built on 35+ years of industry-leading experience and commitment to improving the employee experience, we improve business results by pairing innovative design thinking and digital solutions – including self-service, artificial intelligence (AI), automation and data-driven analytics – with the expertise, emotion and empathy of our people to Create Connection. Value Conversation.

 

Come and work with us.

 

We are looking for a talented and accomplished English Real-Time Analyst to be responsible for the intraday management of resources, to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of incoming calls, at the desired service level for our clients.

 

As an English Real-Time Analyst in this project, 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
  • Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals
  • Keys daily exceptions 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

 

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

 

  • Minimum of 1 year experience as RTA or WFM
  • Minimum Higher Secondary Education
  • Strong computer skills that include proficiency in MS Office suite, particularly Excel
  • Advance knowledge of WFM tools like IEX, Genesys, eWFM, etc
  • Ability to make fair and consistent judgments and decisions
  • Ability to solve problems and offer suggestions
  • Ability to adhere to all organizational policies and procedures
  • Must hold EU citizenship or valid work permit for Greece
  • Be a local candidate or willing to relocate to historic Athens, Greece

 

Gain stability, expand possibilities.

 

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
  • Paid professional training
  • Employee discounts
  • Private healthcare & dental insurance
  • Growth opportunities through various development programs
  • Fun and engaging company-wide initiatives, including our SitelFit wellness program
  • Job stability
  • Life-long skills and experience
  • Excellent work culture

 

Be bold. Be you.

 

Our success lies in our diversity, and our differences are our strength. We are an equal opportunity company and we value and respect diversity. You choose where you want to go; we help you get there!

 

Apply today!

 

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English Real-Time Analyst - Athens, Greece


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