Senior Real Time Analyst

Transcom

Employer Active

Posted 10 hrs ago

Experience

1 - 3 Years

Job Location

Tunisia - Tunisia

Education

Any Graduation

Nationality

Any Nationality

Gender

Not Mentioned

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

Be on the front line of operational excellence and deliver impactful work on a company level. In this role, you will:

  • Optimize Performance: Develop and implement strategies to optimize staffing levels, scheduling, and resource allocation in real-time.

  • Monitor & Analyze: Track contact volumes, activity codes, shrinkage, and AHT variations at an interval level to ensure we meet critical KPIs.

  • Drive Adherence: Ensure strict adherence to schedules and raise timely alerts regarding deviations to keep our operations on track.

  • Lead & Mentor: Act as a focal point between client workforce management and operations, while mentoring junior and mid-level analysts to foster their growth.

  • Solve Problems: Identify trends and patterns in agent activity to recommend efficiency improvements and coordinate the escalation of technical outages.

What's in it for YOU!

  • International and inclusive environment, that makes you feel supported, encouraged, and welcome from day one.

  • Continuous development through our internal learning platforms and external training.

  • Endless growth opportunities: 90% of our managers and leaders started their careers as customer service specialists.

  • Modern and comfortable office and relaxing spaces to take a break.

  • Flexible work schedule and life-work balance (flexible hours/shifts required).

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Desired Candidate Profile

English at a C1 level; Preferably a University graduate or at least a secondary school diploma. Minimum 2+ years as a Real-Time Analyst (External) or 1 year in a Real-Time role (Internal). Mastery of Alvaria WFM, high-level proficiency in Excel/Google Sheets, and experience with data analytics platforms. In-depth knowledge of contact center metrics, KPIs, and results analysis systems. Advanced analytical skills, complex problem-solving abilities, and strong leadership/mentorship experience. A positive attitude under pressure, a customer-centric approach, and the ability to adapt quickly to change.

Company Industry

  • Call Center
  • BPO
  • KPO
  • Outsourcing

Department / Functional Area

  • Helpdesk
  • Customer Service
  • Telecalling

Keywords

  • Senior Real Time Analyst

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Transcom

Transcom is a global community of customer experience experts nimble, driven, and committed to the brands we serve. Join us as a Senior Real-Time Analyst, where you will play a crucial role in ensuring operational efficiency and performance within our contact center environment. Ready to make an impact? Apply now and let s start something brilliant!

https://careers.transcom.com/job-openings/01-senior-real-time-analyst/

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