Real Time Analyst - Dyson

As a Real-Time Analyst, you will be responsible for managing and reviewing day-to-day operations and real-time productivity in the project/department assigned including scheduling, staffing, metrics and performance in parallel with the WFM team, to ensure proper staffing and scheduling commensurate with service level goals on a daily, weekly and monthly level.

Your daily tasks:

• Intraday monitoring of agent adherence against schedules and average speed of answer to maximize resource efficiency, flagging non-adherence issues to Management as required.
• Monitoring of daily off phone activity whilst working with Team Leads.
• Updating schedules in Workforce Management system to improve adherence and to provide accurate MI for internal departments.
• Publication of schedules on time and in alignment with Contact Centre agreement.
• Optimization of breaks and lunches to ensure maximum productivity.
• Preparation of regular as well as ad hoc reports within business delivery timelines; review the reported data to identify potential business changes/improvements that can be made.
• Daily communication and briefings with Team Leads & Service Delivery Managers, delivering insight, help to potentially identify risk areas and noting trends, to track achievement or deviation of performance by Team and individual.
• Compliance with the full content of the Acceptable Use Policy.

What we look for:

• Highly self-motivated and performance orientated with the ability to prioritize.
• Knowledge of WFM tools and Contact Centre performance measurement applications.
• Able to customize tools and applications to handle specific reporting needs of a business.
• Strong understanding of resource planning and scheduling.
• Excellent skills in Excel and a good working knowledge of Microsoft Office applications.
• Power Bi knowledge is a plus.
• Excellent attention to detail, accuracy and data integrity.
• Good communication skills and advanced level of English language
• Pragmatic with the ability to interpret and present data/statistics.

What you can expect from us:

• Full-time (40 hours per week), permanent contract.
• Schedule: 5 days per week, Monday to Sunday, rotating shifts between 8 am and 8 pm (two weekends off guaranteed per month).
• Competitive salary.
• Fully covered 5.50 EUR/ per day meal voucher.
• Commuting allowance €50 Per month (€600 per annum for 100% in the office).
• Paid 5 extra days (contingency days) per annum in case of emergencies and short-term absence.
• "Refer a friend" benefit – the opportunity to receive a financial bonus when referring a friend for an open vacancy
• Outstanding work location and facilities.
• Best in class people engagement activities and programs.
• Ongoing training and development and an opportunity for you to cultivate a new and exciting career in a high growth environment.
• Location: Bratislava, Slovakia (Office based with hybrid option).

CPM International are an award-winning contact centre with a global footprint.

We deliver inspired customer experience solutions to our clients, offering a global network of agency expertise.

We are a diverse, global company that offers our employees superb opportunities to move across the business and around the globe. We have offices across the world including Spain, Ireland, and Malaysia.

CPM International are industry leaders with a proven track record and a wealth of experience.

We collaborate with some of the world's most dynamic brands helping to deliver first-class customer-focused solutions. Our clients include – Dyson, New Balance, Harley Davidson, Lee Wrangler and Colgate. We have 27,500 employees worldwide.

Our mission is to remain at the leading edge of innovation in this ever-changing industry. We’re always ready to diversify into new markets and capitalise on developing technologies.

Contact person: Matthew Shipman
E-mail: send CV