Job Title:

Real Time Analyst - Italian Fluent

Job Description

The RTA will be responsible for supporting the achievement of customer support service levels by managing staffing and adherence numbers with the center supported to ensure optimal performance in real-time.

The RTA needs to be flexible to cover different shift times.

 

Responsibilities:

Control of employees' attendance and report this information to the Manager at regular intervals throughout the dayPreparation of daily and monthly schedulesCommunication with the Manager to ensure the timely provision of information about employee changesAnalysis of the most common problems and their creative solving to improve the quality and efficiency of customer serviceDaily monitoring of the implementation of KPIsOther tasks assigned by the Manager

Requirements:

Advanced Excel skillsExperience in Customer Service - Contact Center environmentPrevious experience in RTA - WFM will be a plus English B1/B2 language skillItalian FluentSkill in verbal and written communication to analyze, interpret and address customer needsAbility to be flexible and quickly adapt to changing business needs and processesSkill in problem-solving and conceptual thinkingKnowledge of scheduling systemsAbility to work in a time-critical environmentAvailability to work in one of the Concentrix sites in Italy Experience in employees' attendance Ability to create reportsPreparation of daily and monthly schedulesCommunication with the Manager to ensure the timely provision of information about employee changesAnalysis of the most common problems and their creative solving to improve the quality and efficiency of customer serviceDaily monitoring of the implementation of KPIsOther tasks assigned by the Manager

Location:

ALB Tirana - Rruga Dervish Hima, Stadiumi Air Albania

Language Requirements:

Time Type:

Full time

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