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We are looking for a Spanish Real-Time Analyst to monitor vigente vs plan delivery at the Queue & agent level to ensure that the correct number of agents are available at the right times to achieve the desired service level/KPI. The Real-Time Analyst is part of the Workforce Management (WFM) team and it is responsible for real-time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outbound phone, chat, and email volume.

As a Real-Time Analyst, your daily responsibilities will include:

Collect information for RTM:

- Collect relevant program information about KPIs/BTP (Expectations)
- Collect information about “What if” Scenarios/Alert mechanisms/Escalation guidelines for the account

Queue management (Within the interval):

- Monitor queue
- Manage skills
- Situation management
- BCP situations: Downtime, System issues, etc.
- Routing issues (client side)
- Volume allocation (Load balancing client side)

Intraday management (Throughout the day):

- Planned to delivery governance (Service KPIs, Handling capacity, Shrinkage, Handle time, Line adherence)
- Send Staffing Outlook for present-day +1day at the start of shift to share projected plan
- Midday reforecast to share plan vs actual delivery and revised O/U based on trends and run rate

Schedule Adherence (Agent level):

- Update shrinkage segments in the WFM tool
- Flagging agents out of adherence via Chat rooms/extns/radios

Reporting:

- Shrinkage reports
- Skill/Account level Interval report
- Agent level report
- RCA report
- Schedule adherence reports
- Feedback to Planning & scheduling
- ID management (Optional) Handle additional responsibilities as assigned (Optional - Sr RTA )

To succeed in the role, you will need to have:

- Native or proficient level of Spanish - mandatory
- Advanced level of English
- Attention to detail and high level of accuracy




- Focus (ability to complete reports for extended periods of time)
- Team player with a positive attitude
- Organization and time management (with the ability to manage simultaneous projects, prioritize workload, meet deadlines, and perform multiple tasks with attention to detail)
- Adaptability (quickly and effectively adapt to change)
- Communication (oral and written)
- Problem-solving
- Knows how to communicate call center data/forecasts to all levels of employees in an understandable fashion
- Knows how to create reports in Excel and forecast results
- Advanced level of MS Excel (including advanced formulas) and also Word, PowerPoint, and Outlook
- VBA macros are an asset
- Experience with IEX, CMS, Avaya, and other WFM tools is an asset
- High-speed internet access and appropriate conditions for remote work
- Must hold EU citizenship or a valid work permit for Portugal
- Be willing to relocate to Portugal

Education and experience:

- Ideally higher or university education with a technical background (mathematical or statistical course desirable)
- Previous call center experience required
- Previous Work Force Management experience is mandatory

Benefits.

- Relocation package
- Competitive wages
- Paid professional training
- Employee discounts
- Private healthcare & dental insurance (after six months of employment)
- Growth opportunities through various development programs
- Fun and engaging company-wide initiatives, including our EverBetter wellness program
- Job stability
- Life-long skills and experience
- Excellent work culture

Go further with Foundever®

We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career.

Apply today!

#WFMRelocation

Job Type: Full-time

Application Question(s):

- This role requires relocation to Portugal. Are you willing to relocate?
- Do you have previous Work Force Management (WFM) experience? This is a mandatory requirement for this role.

Language:

- spanish (Required)

Work Location: On the road

📌 Spanish Real-Time Analyst - Paid relocation to Portugal (España)
🏢 Foundever
📍 España