BST- Real Time Analyst

As a Workforce Management Real Time Analyst, you will manage all call center traffic to ensure compliance with customer service level agreements. This will  include - serve as the call traffic and trending analyst for the assigned operations, provide real time and historical call center data to internal and external  audiences, and work with call center supervisors and managers. In addition, you will analyze trends within assigned operations, not limited to call volumes, call  patterns, staff productivity, performance trends, shrinkages and resource allocation. This position will use results of these analyses to adjust forecasted intraday call  volume, AHT and staffing, and apply the necessary action plans and strategies to address anticipated gaps.

Responsibilities:

▪ Assists and directs the day-to-day call traffic to service centers, assuring that service level agreements are  consistently met.  
▪ Conducts load-balancing through skill based routing system. 
▪ Works with the assigned operations management team in adhering with the planned schedules and activities,  implementing action plans aimed to alleviate ongoing and anticipated challenges. 
▪ Partners with the assigned operations department in coming up with real time action plans needed to  mitigate the ongoing challenges and works with the team in the proper execution of the tasks at hand. 
▪ Implements and supports a standardized call center staffing model, as well as makes recommendations,  adjustments, and serves as key analyst for staffing questions for management.

Requirements:

➢ At least 3 years of related contact center experience. 
➢ Minimum of 1 year traffic management experience in a complex skills-based routing environment, for external candidates.
➢ At least English B2 mandatory

We are so happy you visited us, and we want you to stay. Here we will tell you all about our job offers, but also about who we are. Our culture and identity, our values and how we live them every day.

We are a people company, multicultural and committed to diversity and inclusion. Life at Transcom is exciting, demanding, fast paced and most importantly fun!

And because We Care, we understand the value of supporting high performing employees, retaining and investing in our talents. That is why we offer many opportunities to grow, professionally and personally trough continuous learning and development.

Sustainability is an integral part of our corporate strategy, business culture, and day-to-day operations. We care about others so we encourage our colleagues to also team up actively with solidarity causes.

We are growing and We Care about you growing with us, that’s why we are looking for people like you, talented, passionate, creative and dynamic. With flexible working hours with both part time and full-time possibilities. We are open minded, so you can be yourself, as part of a team of like-minded individuals.

 

Working at Transcom

Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers and work-at-home agents.

We are 28,000 customer experience specialists at 50 contact centers across 23 countries, delivering services in 33 languages to international brands in various industry verticals.

We provide an international & multicultural environment with a dynamic, playful and energetic atmosphere.

Join the crew and let’s together start Creating Smarter People Experiences