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We are looking for a Real Time Monitor for one of our Clients, a leading American company in new technologies.
Tasks and responsibilities
-Real Time Analysis on a daily basis to ensure employee schedule adherence and report issues to management.
-React on unforeseen changes on a Real-Time basis to ensure proper intra-day headcount accuracy while considering planned shrinkage
-Monitor the Live and Non Live queues in real time. If there is a call waiting for more than 5 minutes, the RTM should ask a specialist to go online and take the call.
-Track issues and corrective actions and report on a weekly and daily basis on trends to management
-Give Supervisors and coaches feedback on the individual performance of specific agents
-Motivate Supervisors to quickly adjust to necessary short term changes
-Provide other reports to management, as needed.
-Develop and create reports that help in the analysis of support / trials business metrics and trends to improve KPIs.
-Develop business reviews (QBR - MBR - WBR)
-Work with support areas and operations to create actions that will directly impact business performance.
-Perform other tasks/duties as assigned by management depending on service needs
-Full-time and long-term contract.
-Schedule: Rotating, Monday to Friday from 13.00 to 00.00 (39 hours/week)
-Salary:16.000Euros gross/year + up to 3.000Euros gross/year in
-Internal Developmet Program
-Relocation Package provided
-Portuguese would be a plus
-Good communication skills
-Good organization and time management skills
-Client and target orientated
-Active listening / Empathy
-Detail oriented & the ability to identify trends
-Advance excel and reporting knowledge
***The recruitment processes and people involved in them (both recruiters and Project Managers) will not discriminate any candidacy because of age, disability, ethnic, marital status, gender, nationality, ideology, politic, race, religion and sexual orientation.***
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