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Real Time Analyst από την εταιρεία Webhelp Greece

7 ημέρες για να κάνετε αίτηση
Αδιάφορο
Αθήνα

Περιγραφή Θέσης

Webhelp is a global business process outsourcer (BPO), specialising in customer experience and payment management in addition to sales and marketing services across voice, social and digital channels.
From 35 countries with a 50,000-strong team, our focus is on engineering performance improvements and delivering a real and lasting transformation in our clients’ operating models to generate financial advantage.
We partner with some of the world’s most progressive brands including Sky, Shop Direct, Bouygues, Direct Energie, KPN, Vodafone, La Redoute, Michael Kors and Valentino.
Headquartered in Paris, France, the company has grown its revenues by more than 250% in the last 4 years by investing in its people, the environment they work in and developing its analytical and operating capability to deliver a transformational outsourcing proposition that addresses the challenges of an omni-channel world.
Webhelp is owned by its management and KKR, a leading global investment firm, as of March 2016.
More information can be found at
www.webhelp.com

Responsibilities:
  • Create and accurately maintain CSA shift schedules ensuring that shifts are optimally planned to meet the sites short term forecast requirements and SLs (Service Levels)
  • 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 to improve service levels
  • Monitor adherence to AHT (Average Handling Time), AUX (non-productive time limits) and CSA productivity and escalate any areas for development or recognition
  • 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. Keeps track of skills wise movements and Attrition to support Workflow Manager and Operations manager in making decisions about internal movements
  • Responsible for Automating and maintaining reports to be used in reporting on service level misses. Also, automates tool that will enable completion of root cause analysis and production of corrective action plans for SL misses

Απαραίτητα Προσόντα

  • 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 and ability to deep dive Identify root causes of variance and to execute solutions.
  • Cross-cultural communication skills
  • Demonstrated experience presenting to and working with senior management
  • Process orientation and customer focus

The Company offers:

  • Competitive remuneration package
  • Opportunities for international Career through WEBHELP International Mobility program
  • A challenging working environment 


Why Should you apply:

Our clients are seeking teams of bright and diverse individuals to work in a brand new contact center which offers a wide range of support to users throughout the World. Teams are fully multilingual and you will work within a truly international organization and team. Do you want to build a career within a new multinational fast growing company in Greece? Are you interested in working for an innovative, technology driven company? If you say yes to these two questions, then we are waiting your application!


Application procedure:

If you feel excited at the prospect of joining our team, please apply at: https://bit.ly/2Ny5v7y with the comment "Real Time Analyst".

After the assessment of applications, we will contact the candidates who meet the profile’s requirements to arrange an interview at our premises


Non Discrimination: 

WEBHELP see diversity as a resource and encourages everyone regardless of gender, age, religion, ethnicity to seek employment with us.

Κωδικός αναφοράς

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