Real Time Analyst

Logistics, Sales & Operations · Sales & Business Development · Sales Operations

In short

The Real Time Analyst in Belgrade, Serbia, is responsible for optimizing agent efficiency and ensuring exceptional customer support by managing real-time communication channels and analyzing performance. This hybrid role offers a structured onboarding process, permanent contract, private health insurance, and a comprehensive benefits package.

Responsibilities

Managing and supervising real-time communication channels: chat/email
Managing agent resources on a daily basis in collaboration with Team leaders
Analyzing performance and delivering reports to the management team
Balancing employee relations across different communication channels: chat/email
Delivering detailed reports and quality information in the form of real-time reports regarding the performance of customer support
Creating and presenting reports on a regular and ad hoc basis
Communicating quickly and efficiently with Team leaders to achieve expected support delivery values
Suggesting overtime engagement for agents as needed through discussion with Team leaders
Leading effective communication on resource management with the client

Requirements

Ability to work from our office in Belgrade 50% of the time
Excellent use of MS office (especially Excel)
Analytical and problem-solving skills
Excellent knowledge of English language
Full proficiency in Serbian language
Developed organizational skills, including the ability to prioritize work effectively
Excellent written and verbal communication skills (including the ability to communicate effectively, tactfully, and kindly)
You enjoy supporting others and have the ability for self-motivation

Benefits

Organized introduction through a structured onboarding process and with dedicated mentors
Permanent work contract
Private health insurance
Working hours are 09-17h, weekends are off
Hybrid model of working
Benefits package, including online psychological counseling, learning platform and on-site events
Ability to grow and learn new skills

Skills

ExcelMS Office

#Operations#Customer Support#Real Time Analysis

About Transcom

Transcom provides digitally enhanced customer experience (CX) services to some of the world's most ambitious brands. More than 300 clients globally, including disruptive e-commerce players, category redefining fintechs, and technology legends rely on us for on-, off-, and nearshoring services. Transcom’s over 33,000 employees work in 90 contact centers and work-at-home networks across 28 countries, creating brilliant experiences in customer care, sales, content moderation, and backoffice services. We help our clients drive their brands forward, customer satisfaction up, and operating costs…

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