Real Time Analyst
Logistics, Sales & Operations · Sales & Business Development · Sales Operations
In short
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
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…
Company
TranscomJob Posted
4 days ago
Employment Type
Full Time
Work mode
Hybrid
Hours per week
40
Experience Level
Associate
Locations
Belgrade, Serbia
Applicants
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