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Open nowPosted 6 hours ago

Real Time Monitoring Analyst

Workable (global search)107,778 open roles

Where
Athens, Attica, Greece
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Your applicationOpen nowReal Time Monitoring AnalystWorkable (global search) · Athens, Attica, Greece

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The clock on this job

Early applications get read.

8.2% of postings close within 7 days. Measured by our own scanner across the market. Workable (global search) postings stay open a median of 3 days.

Share of postings closed within
  1. 1.9%1 day
  2. 3.8%3 days
  3. 8.2%7 days
  4. 15.2%14 days
  5. 34.1%30 days
This job: posted 6 hours ago

Workable (global search) median: 3 days open

The posting

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 2300+, 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 Responsibilities

  • Provide 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 objectives
  • Monitor real-time agents’ states and work modes, providing feedback on leadership where needed in the context of performance evaluation
  • Recommend or implement schedule changes (e/g/ breaks, skill reassignments) to optimize staffing
  • Serve as single point of contact between Operations & WFM to identify& communicate any unexpected changes

Requirements

  • Minimum 1 year experience at inbound/outbound call center
  • Knowledge of call center performance indicators
  • Complete understanding of overall operational activities including phone, chat, email, community and social media support
  • Must have a good working knowledge of excel and other Windows based programs and can organize/analyze data in a structured manner

Other Skills

  • Strong customer orientation with a proactive approach to delivering high-quality outcomes
  • Team player with a can-do mentality, excellent organizational, and problem-solving skills
  • Strong time management abilities, able to work under pressure and independently with minimal supervision
  • Effective decision-maker who can evaluate information quickly and take efficient initiatives
  • Excellent communication skills with a collaborative mindset to work effectively with stakeholders across departments
  • Strong interpersonal communication and analytical skills, with a keen eye for accuracy and attention to detail
  • Very good verbal and written communication skills in English

Benefits

  • Competitive salary and benefits
  • Career opportunities within a dynamically growing organization
  • A working environment that supports taking initiative and action
  • Work from both office and home
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