Position Overview
The Real Time Analyst monitors on a daily basis different levels of Contact Center activities and analyzes performance data in real time. Main purpose of that action is to identify weak points and suggest more efficient management solutions to supervisors and managers. Work Force Management Real Time Analyst I is responsible for all activities and processes required to manage and maintain productive workforce
Key Responsibilities
- Monitor incoming volume across all channels to ensure service level KPIs and forecasts are met.
- Take proactive measures, in collaboration with operational areas and relevant staff units, to improve KPI achievement and minimize commercial losses.
- Support shift planning, adjustments, and holiday planning to achieve forecasted staffing levels.
- Monitor shift compliance, activity code utilization, and take corrective actions to improve service delivery and maximize commercial performance.
- Produce and analyze meaningful reports and performance metrics for clients and management.
- Report to operational/account management on site and interface with responsible operational managers of sites or accounts.
- Coach individual employees, where necessary, on adherence to shifts and proper use of activity codes, in coordination with team leads and operations management.
- Generate and deliver real-time reports to the Operations Management Team.
- Compare call forecasts with actual results to identify variances, scheduling gaps, and propose solutions.
- Provide performance analysis to ensure accurate, timely reporting that supports business decisions.
- Support Operations Supervisors by identifying and recommending more efficient management solutions.
- Make decisions regarding the allocation of Operations Customer Experts between Front-Office and Back-Office groups to maximize productivity and service level performance.
- Control service levels and manage breaks to ensure operational efficiency.
- Actively participate in the process of continuous improvement, proposing methods of innovation and process enhancement across the department and company.
- Interact with other departments to improve and maximize project outcomes.
- Ensure compliance with all Teleperformance processes, procedures, and corporate policies, including GDPR, GISP, ISS, CSR, Health & Safety, and others.
- Communicate with any known infractions of corporate policies and procedures to management immediately.
- Contribute to general project support and administrative tasks assigned.
- Be a committed team member focused on the success of the company and the well-being of colleagues.
Required Qualifications
Education and specific Training:
- Higher Education Degree preferred (Bachelor's or master's in business administration, Finance, Economics, Computer Science, or related fields).
- Completed commercial training; professional experience in service center management is desirable.
- Fluency in English (minimum B2) and high-level German (C1) is an advantage.
Work Experience:
- 12 years of experience in project management and implementation.
- Experience managing Customer Experience Management (CEM) operations is preferred.
- Knowledge of SQL, BI tools, or Workforce Management (WFM) software is a plus.
Technical Skills
- Strong PC skills and working knowledge of Microsoft Office Suite (Excel, Word, PowerPoint), including advanced Excel functionalities (Pivot Tables, VBA, DAX).
- Good knowledge of SRI (Real Time Monitoring, Activity Codes) is desirable.
- Very good technical and process knowledge, consistently delivering high-quality results in a service centre environment.
- Excellent numerical and analytical skills.
Soft Skills & Competencies
- Analytical, structured, and results-oriented with a high degree of initiative.
- Achievement-oriented, proactive, and capable of problem-solving.
- Team-oriented with strong team building and collaboration skills.
- Good communication skills and ability to interpret complex contractual or operational issues.
- High resilience and flexibility; able to remain calm and controlled in stressful or changing situations.
- Open, attentive, sensitive, and constantly striving for improvement.
- Confident in dealing with challenges while maintaining a positive outlook.
