Real Time Analyst

Mission:

The Real-Time Analyst (RTA) is responsible for monitoring service levels and project performance in real time across project, floor, and site operations during the day to ensure effective management of all activities, including inbound/outbound calls, chat, and emails.

Key responsibilities:

* Work across multiple projects using a variety of tools to monitor, alert, and anticipate performance.
* Create and use standard templates to ensure consistent and accurate reporting.
* Actively communicate with different groups to share call variances.
* Identify and track available resources (break times, tardiness, and absences).
* Adjust resources according to contact flow.
* Raise alerts in case of critical situations.
* Manage activity curves in real time according to production indicators.

Required profile :

* Strong analytical skills and high level of accuracy.
* Team player with a positive attitude.
* Strong organizational and time management skills (ability to manage multiple projects simultaneously, prioritize workload, meet deadlines, and multitask with attention to detail).
* Adaptability (quick and effective adjustment to change).
* Strong oral and written communication skills.
* Problem-solving abilities.
* Proficient in creating reports in Excel and working with forecasting results.