BT
Blue TechnologyAnalista de Requisitos Sênior
Analista de Requisitos Sênior na Blue Technology, trabalhando com IA e Cloud. Mapear e entender necessidades de negócio e atuar como elo entre áreas.
About the role
- Oversee customer service team in real time globally, reporting to the Global Real Time Manager
- Analyse data using WFM methods and software to inform decisions
- Suggest ideas and actions for long-term planning and short-term reactions to crises
- Monitor service levels for all queues and sites to meet efficiency and service level goals
- Monitor agent performance and schedule adherence; intervene for demand spikes or vendor supply issues
- Adjust staffing levels (re-skilling agents, arranging PTO, leveraging overtime) to meet SLAs
- Communicate changes in incoming contact patterns to operations and the WFM team
- Communicate impacts of events to the team responsible for short term planning
- Prepare and send performance reports and feed a daily log summarizing KPIs and compliance reasons
Requirements
- Must be proactive and able to work independently
- Strong attention to detail and accuracy
- Strong sense of urgency
- Must monitor and manage workforce performance in Real Time (evenings, weekends and some Bank Holidays)
- Minimum of a year and proven experience in Workforce and Real Time Management
- Desired proven experience of WFM systems such as Teleopti, IEX or similar WFM systems
- Strong Excel or Google Sheet modelling skills (pivot tables, index match formula)
- Proven analytical skills and mindset
- Proven track record of creating strong relationships with customer care operations, support teams and outsources partners
- Proven experience working in a fast pace environment
- Fluent French speaking and writing is beneficial
- Willingness to work 24/7 rotational shift pattern
Benefits
- Benefits differ by country, including healthcare
- Well-being support
- Parental leave
- Pensions
- Generous annual leave allowances
- Time off to support a charitable cause of your choice
- Hybrid working (3 days office / 2 days home)
- Country-specific benefits (ask recruiter for details)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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