Real Time Analyst -SIBIU

• Ability to multitask, prioritize and meet deadlines.
• Excellent written and verbal communication skills.
• English language- B2/C1 level
• Ability to function in a team environment, providing the necessary support and assistance for all members of each account team (Supervisors, Lead Agents, training etc.)
• Must be available to work rotating schedule including nights and weekends in a hybrid system
• Intermediate proficiency with Microsoft Office applications, specifically excel.
• Experience in scheduling and/or operations role within a high volume call centre environment.
• Post Secondary educational background in mathematics or statistics or equivalent work experience.

• Monitor agent activity in real time using Aspect Real Time Adherence and Aspect Director.
• Report to the Operations teams agents that are not adhering to their assigned schedules or are above acceptable thresholds for; Call Time, Hold Time, Wrap Time and Idles.
• Real Time Service Level monitoring of all queues within Aspect Director advising programs when calls are in queue and advise of corrective actions that should be taken including deferring or cancelling of Meetings,
• Coaching and other offline activities until Service levels have recovered to acceptable levels.
• Update and maintain accuracy of agents schedules within Aspect eWorkforce Management (eWFM). This involves processing changes and exceptions from multiple sources including the Exception Tracker and Emails.
• Assist in the creation of scheduling Meetings and Training as required while ensuring Service levels targets are maintained.
• Perform comprehensive attendance management including frequent monitoring of Attendance Line, Attendance IVR report and Aspect Real Time Adherence. Ensure attendance occurrences are updated to agent’s schedules in a timely fashion.
• Provide ad-hoc reporting for management as requested.
• Complete Call Avoidance audit report.
• Optimize breaks and lunches in eWFM to minimize impact to Service Level.
• Make recommendation for Voluntary/Mandatory time off during periods of overstaffing.
• Reforecast when call volumes or AHT are not matching original forecasts in order to evaluate performance for the remainder of the day.
• Action Employee Status Changes by updating Employee Information and schedules in eWFM. Changes include but are not limited to; transfers, promotions, supervisor changes and terminations.
• Process requests for time off including vacation and unpaid leave.
• Process requests to update attendance reason coding in eWFM.
• Assist Forecast/Scheduling Analysts as required.
• Complete assorted assignments and projects as required.

• Attractive rewards and additional performance based bonuses
• Annual fixed bonuses
• Full private medical insurance & discounted prices for the dependents of the employee
• Child birth support
• Online library access for passionate book readers
• Various discounts for gym classes & other recreational activities
• Multicultural and enthusiastic work environment
• Access to the company’s cultural events including well-known festivals in Romania
• Lunch vouchers

Majorel designs, delivers and differentiates customer experience on behalf of some of the world’s most respected companies. It provides classic customer communication as well as digital solutions such as social media and online communications, automated interaction and AI, analytics, self-service and other customer lifecycle solutions.

We serve customers across the world through our 82,000+ people based in 45 countries across 5 continents with 60 languages. We support your customers at any time, through every device and in the manner they expect of their brands. We speak their language wherever they are and whatever their culture.