Real Time Monitoring Analyst

Step into a dynamic role where your insights make an immediate impact!CQS S.A., a leader in CRM Services and a "Leading Employer in Greece" with a team of over 1,650, is expanding. We partner with some of the biggest brands in telecommunications, energy, retail, and more.We are seeking a highly analytical and proactive Real Time Monitoring Analyst to join our team and optimize our operational flow through intelligent real-time adjustments.Given the nature of our real-time operations, flexibility in shifts is essential to cover our operational needs.Main ResponsibilitiesProvide real time monitoring via available tools and workforce management techniques to make intra-day adjustments to maximize resource efficiency and achieve service level goals/business objectivesMonitor real-time agents’ states and work modes, providing feedback on leadership where needed in the context of performance evaluationRecommend or implement schedule changes (e/g/ breaks, skill reassignments) to optimize staffingServe as single point of contact between Operations & WFM to identify& communicate any unexpected changesRequirementsMinimum 1 year experience at inbound/outbound call centerKnowledge of call center performance indicatorsComplete understanding of overall operational activities including phone, chat, email, community and social media supportMust have a good working knowledge of excel and other Windows based programs and can organize/analyze data in a structured mannerOther SkillsStrong customer orientation with a proactive approach to delivering high-quality outcomesTeam player with a can-do mentality, excellent organizational, and problem-solving skillsStrong time management abilities, able to work under pressure and independently with minimal supervisionEffective decision-maker who can evaluate information quickly and take efficient initiativesExcellent communication skills with a collaborative mindset to work effectively with stakeholders across departmentsStrong interpersonal communication and analytical skills, with a keen eye for accuracy and attention to detailVery good verbal and written communication skills in EnglishBenefitsCompetitive salary and benefitsCareer opportunities within a dynamically growing organizationA working environment that supports taking initiative and action