- Call Management: Oversee call volume, daily attendance, and break schedules to ensure smooth operations.
- Process Improvement: Collaborate closely with the operations team to analyze and enhance their delivery processes.
- Staffing Coordination: Allocate and manage call center staff appropriately to meet service level objectives.
- Forecast Analysis: Conduct root-cause analysis to identify and quantify reasons for forecast variance and recommend changes to improve forecast accuracy and effectiveness.
- Reporting: Generate daily, weekly, and monthly internal reports to track performance and progress.
- Project Assistance: Provide support for projects and undertake other duties as requested or assigned.
- Experience: Prior experience in a Contact Centre or a guest-oriented environment is essential.
- Flexibility: Ability to work fully flexible shift patterns, including weekends.
- Technical Skills: Advanced level skills in Microsoft Excel, including advanced formulas, Access, and Email. Proficiency in Visual Basic for Applications (VBA) macros is considered a valuable asset.
- Software Experience: Experience with Avaya, Amazon Connect, or TeleOpti is an asset
- Communication Skills: Excellent written and interpersonal skills in English, with the ability to constructively challenge and influence.
- Attention to Detail: High level of accuracy and attention to detail.
- Multitasking: Ability to multitask, maintain focus, and complete reports for extended periods of time.
- Problem-Solving: Proficient in problem-solving.
- Adaptability: Ability to learn and adapt to new software and stay updated on new developments.
- Proactive Thinking: Ability to identify areas of improvement and forward-thinking.
- Competitive salary and benefits as standard
- Career progression opportunities in more than 50 countries worldwide
- Develop yourself as part of a friendly, richly diverse and virtual international team
- Exceptional approach to your learning – access to free learning platforms & language lessons
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Business AnalystFlexibel; Porto, 1 weitere Standorte
vor 3 Wochen
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Real Time AnalystFlexibel; Madrid, Spanien; Barcelona, Spanien; Provinz Málaga, Spanien; Kanarische Inseln, 4 weitere Standorte - Hanover, Deutschland - TUI
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