Workforce Management Real Time Analyst

Istanbul, Turkey
Posted 2 months ago

With over 3000 employees across 7 sites, Conectys is one of the fastest growing BPOs on the market, offering multilingual outsourcing services to customers in the Gaming and Entertainment, Consumer Electronics, Healthcare industries and many more. Here at Conectys we work together to support each other in a common interest, making our customer’s success our own success.

 

Within your role, you will:

  • Be responsible for monitoring and adherence management promulgate schedules in real time to maximize productivity; 
  • Coordinate appropriate staffing allocation and availability of staff in order to achieve service level objectives; 
  • Be responsible in assigning emails and social media to agents and ensure SLAs are met; 
  • Manage time off request and shift schedule swaps to improve staffing to align it to current arrival patterns to meet service level; 
  • Be responsible for communicating to operation/project manager regarding contact center daily performance; 
  • Monitoring Attendance and Operations performances;

 


What will make you successful for the role:

  • C1 level of English, both written & spoken;
  • Ability to function in a team environment, providing the necessary support and assistance to various levels from management team;
  • Strong analytical skills, understanding complex reporting and data transformations from multiple sources;
  • Advanced proficiency with Microsoft Office applications, especially in Excel;
  • Previous experience as a RTA in a BPO environment;
  • Willingness to work in 24/7 schedule;
  • Residence in Istanbul; 
  • Be available to work from the office %100 from the start;

 

Sounds good? Find out what you can get:

  • Soft Skills and Communication Training; 
  • Specific Training with access to our customers’ products; 
  • Professional work environment and international career opportunities; 
  • Office located in the heart of the city; 
  • Private Health Insurance; 
  • Additional Transportation Payment to the salary; 
  • Meal Vouchers. 

 

 

We take pride in our approach to diversity, as we believe it adds value to every organization and enriches each of our lives. We are committed to the fair treatment of our staff, regardless of race, gender, religion, sexual orientation, responsibility for dependents, age, physical/mental disability, or background.

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