Spanish Real-Time Analyst - Lisbon or Porto, Portugal

Come and work with us. We are looking for a talented and accomplished Spanish Real-Time Analyst to monitor actual vs plan delivery at the Queue & agent level to ensure that the correct number of agents are available at the right times to achieve the desired service level/KPI. The Real-Time Analyst is part of the Workforce Management (WFM) team and it is responsible for real-time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outbound phone, chat, and email volume. As a Real-Time Analyst , your daily responsibilities will include: Collect information for RTM: Collect relevant program information about KPIs/BTP (Expectations) Collect information about “What if” Scenarios/Alert mechanisms/Escalation guidelines for the account Queue management (Within the interval): Monitor queue Manage skills Situation management BCP situations: Downtime, System issues, etc. Routing issues (client side) Volume allocation (Load balancing client side) Intraday management (Throughout the day): Planned to delivery governance (Service KPIs, Handling capacity, Shrinkage, Handle time, Line adherence) Send Staffing Outlook for present-day +1day at the start of shift to share projected plan Midday reforecast to share plan vs actual delivery and revised O/U based on trends and run rate Schedule Adherence (Agent level): Update shrinkage segments in the WFM tool Flagging agents out of adherence via Chat rooms/extns/radios Reporting: Shrinkage reports Skill/Account level Interval report Agent level report RCA report Schedule adherence reports Feedback to Planning & scheduling ID management (Optional) Handle additional responsibilities as assigned (Optional - Sr RTA ) To succeed in the role, you will need to have: Native or proficient level of Spanish - mandatory Advanced level of English Attention to detail and 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 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 Must hold EU citizenship or a valid work permit for Portugal Be a local candidate or willing to relocate to Lisbon or Porto, Portugal (work on site) Education and experience: Ideally higher or university education with a technical background (mathematical or statistical course desirable) Previous call center experience required Previous Work Force Management experience is considered an asset Benefits. Competitive wages Paid professional training Employee discounts Private healthcare & dental insurance (after six months of employment) Growth opportunities through various development programs Fun and engaging company-wide initiatives, including our EverBetter wellness program Job stability Life-long skills and experience Excellent work culture Go further with Foundever® We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career. Apply today!