French Real Time Analyst - Lisbon, Portugal - #228015

Come and work with us. We are looking for a talented and accomplished French Real Time Analyst to be responsible for the intraday management of resources, to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of incoming calls, at the desired service level for our clients. As a Real-Time Analyst in this project, your daily responsibilities will include:Monitoring site to ensure optimal staffing levels

Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data

Keys daily exception requests, updates schedules and responds to escalated issues and ad-hoc requests

Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position

Create strategic recommendations to improve productivity while balancing service levels and costs

Assist in resolving serious customer complaints and escalated issues

Facilitates, leads, and participates in daily, weekly and monthly business meetings

Simulates different scenarios and develops contingency plans for unexpected events

Working with multiple clients using a variety of tools to monitor & report performance

Create and use standard templates to ensure consistent & accurate reporting

Communicate actively with various groups to share call outs and deviations To succeed in the role, you will need to have: Native or proficient level of French (C2)Proficiency in English is mandatory

Microsoft Excel knowledge (to be tested during the recruitment process - mandatory)Ability to communicate KPI data and forecasts to employees at all levels

Ability to prioritize workload, meet deadlines and perform multiple tasks with great attention to details

Availability to work fully from site (Lisbon) - mandatory What we value:Previous experience in WFMStrong interpersonal and client service skills

Excellent communication skills with all levels of the organization Strong problem-solving skills Experience of a multi skilling or multilingual resourcing

Ability to develop and motivate a team 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!