Senior Real-Time Analyst - Porto, Portugal

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Come and work with us.   We are looking for a talented and accomplished Senior Real-Time Analyst to monitor actual vs plan delivery at the Queue & agent level to ensure that the correct number of agents are available at the right times to achieve the desired service level/KPI. The Real-Time Analyst is part of the Workforce Management (WFM) team and it is responsible for real-time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outbound phone, chat, and email volume.    As a Senior Real-Time Analyst, your daily responsibilities will include:   Collect information for RTM:  • Collect relevant program information about KPIs/BTP (Expectations)  • Collect information about “What if” Scenarios/Alert mechanisms/Escalation guidelines for the account   Queue management (Within the interval):  • Monitor queue • Manage skills • Situation management • BCP situations: Downtime, System issues, etc.  • Routing issues (client side)  • Volume allocation (Load balancing client side)   Intraday management (Throughout the day): • Planned to delivery governance (Service KPIs, Handling capacity, Shrinkage, Handle time, Line adherence) • Send Staffing Outlook for present-day +1day at the start of shift to share projected plan  • Midday reforecast to share plan vs actual delivery and revised O/U based on trends and run rate   Schedule Adherence (Agent level): • Update shrinkage segments in the WFM tool • Flagging agents out of adherence via Chat rooms/extns/radios    Reporting: • Shrinkage reports • Skill/Account level Interval report • Agent level report • RCA report  • Schedule adherence reports • Feedback to Planning & scheduling • ID management (Optional) Handle additional responsibilities as assigned (Optional - Sr RTA )    To succeed in the role, you will need to have:    • Senior profile with strong background as RTA ( ideal 3 years or more) or within the WF team in senior roles - Mandatory • English Fluent C1 level - Mandatory • Attention to detail and high level of accuracy • Focus (ability to complete reports for extended periods of time) • Team player with a positive attitude • Organization and time management (with the ability to manage simultaneous projects, prioritize workload, meet deadlines, and perform multiple tasks with attention to detail) • Adaptability (quickly and effectively adapt to change) • Communication (oral and written) • Problem-solving • Knows how to communicate call center data/forecasts to all levels of employees in an understandable fashion • Knows how to create reports in Excel and forecast results  • Advanced level of MS Excel (including advanced formulas) and also Word, PowerPoint, and Outlook • VBA macros are an asset • Experience with IEX, CMS, Avaya, and other WFM tools is an asset  • Must hold EU citizenship or a valid work permit for Portugal • Be a local candidate or willing to relocate to Porto, Portugal (Hybrid mode - not negotiable to WFH)   Benefits. • Competitive wages • Paid professional training • Employee discounts • Private healthcare & dental insurance (after six months of employment) • Growth opportunities through various development programs • Fun and engaging company-wide initiatives, including our EverBetter wellness program • Job stability • Life-long skills and experience • Excellent work culture Go further with Foundever® We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career.  Apply today!