• Junior Real-Time Analyst, WFM (f/m/d)

    Ort DE-Berlin
    Job ID
    25432
    Kategorie
    Customer Care
  • Stellenbeschreibung

    Junior Real-Time Analyst (f/m/d)

     

    YOUR ROLE:

    As our Real-Time Analyst, you would be responsible for the intra-day management of our centers’ service level performance for all contact channels. This includes deploying mitigation strategies against performance impacting issues, managing agents’ adherence to their schedules, and executing contingency plans in the event of outages. Besides, you would be responsible for reporting on intra-day service level performance and drivers, as well as scheduling ad-hoc shrinkage activities according to business needs.

     

     

     

    YOUR RESPONSIBILITIES:

    • Monitor all contact types and execute defined strategies to effectively respond to any understaffing or overstaffing situations that might occur
    • Manage real-time agent adherence to schedule and log relevant schedule exceptions
    • Adjust intraday forecasts based on variances in volume, AHT, and staffing and take appropriate action to address performance challenges
    • Provide real-time scheduling support in the form of emergency time-off approval, and the sanctioning and administering of all ad-hoc off-phone activity to ensure service standards are maintained
    • Distribute intra-day performance reports to business stakeholders
    • Coordinate with Operations and other departments to share plans and leverage support towards performance objectives
    • Complete daily testing of customer portals for each contact channel to ensure full functionality and address any identified malfunctions
    • Maintain and update Workforce Management and related contact center technologies as appropriate
    • Facilitate communications with Technology teams relating to system issues or outages affecting the center in order to minimize downtime and impact to productivity


    IN RETURN YOU WILL BRING:

    • Associate Degree in a Business or Statistics related field preferred or equivalent work experience
    • Strong skills in Microsoft Office with emphasis on Excel
    • Highly resourceful with the ability to work independently and take initiative
    • Excellent verbal and written communication skills
    • Strong interpersonal skills and the ability to communicate with many different levels of personnel
    • Ability to juggle multiple and changing priorities efficiently and effectively
    • Aptitude for effective data analysis and reporting
    • Experience with Scheduling and Monitoring as well as respective tools would be a plus
    • Fluency in English and German

     

      

    You can look forward to:

     

    • A dynamic and truly international working environment in the center of Berlin
    • Energetic, cooperative and humorous colleagues
    • Great benefit package and work-life balance
    • Becoming part of a fast-growing ecommerce organization with plenty of opportunities for professional growth

     

    Are you interested? We look forward to your application (to include your earliest possible starting date and your salary expectation) via E-mail to berlinjobs@vistaprint.com or via our online portal.

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