RT Analyst (English)

Where: Athens (Greece)

Extent of Work: Full Time

Click here to apply in English

Click here to see other job offers in English

What does this role hold for you?
• Create and accurately maintain CSA shift schedules
• Monitoring actual staffing levels against plan and taking the relevant corrective actions as required like OT (Over Time) calls, Cross skill support, shrinkage, shift changes
• Monitor adherence to AHT (Average Handling Time), AUX (non-productive time limits) and CSA productivity and escalate any areas
• Support Workflow Manager and Operations manager by maintaining accurate records of planned and required headcount in each of the skills/OU/Mediums week over week.
• Responsible for Automating and maintaining reports

The ideal candidate should have;
• Bachelor degree in Economics, Statistics, Business Analytics
• Advanced Excel knowledge
• 1-2 years of working experience in contact center or customer service environment
• 6 months of working experience in similar role
• Fluent English (second language will be considered a strong plus)
• Advanced analytical skills, solution orientations and analysis support on project and new initiatives
• Designing improved methods, systems and processes
• High attention to detail

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