04 WFM Real time analysts

Logistik, försäljning och verksamhet · Försäljning och affärsutveckling · Säljverksamhet

I korthet

Transcom is seeking a Real Time Analyst in Tunisia to manage campaign staffing levels, monitor agent activity, and ensure KPIs are met. The role requires proficiency in English, a university diploma, and at least one year of experience in Workforce Management or Contact Center Operations, along with strong IT skills.

Ansvarsområden

Manage the real-time aspect of assigned campaigns, focusing on staffing levels, reporting, and escalation management.
Monitor and track agent activity across multiple lines of business to ensure optimal productivity and service levels.
Collaborate closely with Operations and other departments to ensure all KPIs are met or exceeded.
Generate and publish intraday reports, including absenteeism and staffing projections at both interval and end-of-day levels.
Oversee outage management and technical escalations to minimize business impact during the work week.

Krav

Proficiency in English at a C level.
Minimum studies: University diploma or degree (ideally in a quantitative, business, or IT field).
Specific training and/or work experience in Workforce Management (WFM) or Contact Center Operations.
Minimum of one year's experience as a Real Time Monitor, Traffic Controller, or in a similar operational support role.
High-level IT skills in MS Excel/GSuite (advanced formulas) and familiarity with WFM tools (e.g., Verint, Nice IEX, Teleopti) and telephony platforms.
Strong analytical thinking, quick problem-solving, and a focus on operational results and quality.
Positive attitude towards interpersonal dealings and the ability to remain calm and motivated under high-pressure, fast-paced situations.

Förmåner

International and inclusive environment, that makes you feel supported, encouraged, and welcome from day one.
Continuous development through our internal learning platforms and external training.
Endless growth opportunities: 90% of our managers and leaders started their careers as customer service specialists.
Modern and comfortable office and relaxing spaces to take a break.
Flexible work schedule and life-work balance.

Färdigheter

MS ExcelGSuiteVerintNice IEXTeleopti

#WFM#Workforce Management#Real Time Analyst#Contact Center#Operations

Om 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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