Monitor real-time data and daily operations to achieve performance goals.
Analyze live metrics to identify trends, challenges, and improvement opportunities.
Work with teams to adjust schedules and resources based on current data.
Prepare detailed performance and exception reports for management.
Support implementation of strategies to enhance service quality and operations.
Collaborate with stakeholders to promptly resolve operational issues.
Document activities accurately following company policies and procedures.
Requirements:
At least 12 months of experience in real-time analysis, workforce management, or operations monitoring, preferably in a call centre or customer service environment
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