Real-Time Analyst in Spain

A Real Time Analyst at Webhelp is responsible for the daily management of call volumes and to make sure administrative matters run as optimal as possible. It involves analyzing and proactively planning the day based on the changes taking place to ensure the customer's requirements for service levels are reached. Furthermore, Real Time Specialist must work in accordance with Webhelp vision and policies to ensure a good team spirit in the mission.

The tasks described below are in general terms, which may change from time to time based on the needs of the business.

In this job you will be responsible for real-time distribution of tasks in the team and..
- Ensuring that they are carried out in an optimised manner
- Check that the advisors use the correct Recipient Status, adjust afterwards if necessary
- Manage productive hours daily to reach target
- Bring in additional advisors if necessary
- Report any irregularities to the nearest Team Manager
- Receive sick leave information
- Manage schedule issues for the employees regarding, among other things sick leave, holidays and changes in close cooperation with RTM/Scheduling Specialist/WFO Regional Lead.
- Should actively contribute to OM/Scheduling Specialist/WFO Regional Lead suggestions on process change
- In the absence of OM/TL follow the crisis plan routine in cases of emergency
- Report unplanned volume increases internally and externally according to routine and optimize the schedule during the day to respond to these in the best way.


Your experience could include Work Force Management tools such as Teleopti or...
- StaffLogic CCC
- Ability to manage projects to improve employee performance
- Ability to escalate issues to their supervisor or other internal departments
- Demonstrated language fluency in English, and fluency sufficient to comprehend client training and Procedures for all Advisors in English
- Demonstrated ability to write in English




Key performance indicators (KPI):
- Service Level
- CFT, Utilization, Occupancy
- Productive hours


Start date: To be agreed on as soon as possible.

Location: Plaza Solymar 1 Benalmádena, 29630, Spain

If you are interested in this position, please apply online with your CV in English!



How does Webhelp respond to the Covid-19 situation?

Due to the current situation, we are receiving more questions regarding vacancies and practical questions about e.g. job start. We understand why and therefore, you can read here how we are responding to the Covid-19 situation (https://www.webhelpnordicjobs.com/pages/being-webhelp-under-covid-19).

If you need further information, you are always welcome to contact our HR team, who is more than happy to answer your questions.

Making business more human for the world’s most exciting brands

We live in an era of fast connectivity and AI. Today, human experiences have even more power to make businesses come to life in customers’ hearts and minds.

Webhelp is committed to making business more human.

It’s through this commitment that Webhelp enriches customer experience, and designs business solutions that create value for the world’s most exciting companies.

Webhelp is a partner across a range of services including customer experience solutions, social media moderation through to payment services.

Hundreds of brands across the world trust Webhelp because of their people, the culture they work in, and the ideas and technology they put to work.

Webhelp believes that Emotional Intelligence creates a lasting impact, and their skill in marrying a differentiating human touch to the right technology is what makes a real difference for their clients.

By choosing Webhelp they access the passion and experience of 60,000 game-changers from more than 170 locations in over 40 countries. Each one determined to bring their own intelligence, empathy, and experience to the table every day. Webhelp invests in people and the environment they work in because they know that when people thrive, it has a powerful impact on them, their customers, and their partners’ business.

Webhelp believes that making business more human leads to a better customer experience - and a healthier bottom line.

Webhelp is the European leader in their industry, with a revenue of €1,4B in 2018, and aims for a global leadership position.

Webhelp is currently owned by its management and GBL, a leading global investment holding, as of November 2019.

More information can be found at www.webhelp.com (http://www.webhelp.com/)

Non-discrimination: Webhelp sees diversity as a resource and encourages all regardless of gender, age, religion, ethnic origin to seek employment with us.

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