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Sitel Real-Time Analyst - Lisbon

Req ID#:  47686

Lisboa, Portugal, PT

Sitel Real-Time Analyst - Lisbon

Operations
Grow with us #SitelPortugal.

 

Sitel is a people-driven global company that delivers customer experience solutions to some of the world’s best brands. We provide multilingual customer experience management globally to our diversified client base across all stages of the customer journey.

Grow your career with us.

 

We are currently looking for an enthusiastic and motivated Real Time Analyst to join the WorkForce Team at Sitel Portugal.

 

The Job.

A Real-Time Analyst (RTA) is 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.

  • 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

 

What you need to have.
  • 1-3 years of WFM experience with a minimum of 1 year as an RTA.
  • 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 communicate clearly and effectively with all levels within the organization.
  • Knowledge of various Call Center Reporting Systems would be a plus.

 

We work hard and reward harder.

We are a growing company that values the diversity of our workforce and the knowledge of our people, focus on providing memorable experiences and new challenges. Are you ready to join?

 

Begin your Sitel journey - Apply today!

For any question contact the Recruitment Team at careers.portugal@sitel.com

 

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Sitel Real-Time Analyst - Lisbon

Apply now »