Job Title:
Real-Time Analyst
Job Description
The Associate, Operations Support is responsible for coordinating support tasks related to operations in the organization. This position oversees tasks to completion and report their progress to the operations manager. This position is responsible for communicating with outside partners, and vendors.
Essential Functions / Core Responsibilities
- Monitor real-time queue performance across all lines of business, ensuring service level, ASA, and other KPIs are met.
- Execute intraday schedule adjustments, including skilling changes, break/lunch optimization, and overtime or VTO recommendations.
- Track and manage agent productivity, adherence, absenteeism, and shrinkage; promptly communicate deviations to operations.
- Provide real-time communication to leadership regarding performance trends, incidents, and risks impacting service levels.
- Coordinate with Workforce Management (WFM), Operations, Training, and Quality teams to ensure optimal staffing levels and workflow efficiency.
- Assist in planning and supporting operational activities, including new program launches, system updates, and volume fluctuations.
- Identify opportunities to streamline workforce processes and improve intraday efficiency.
- Generate and distribute intraday, interval, and end-of-day performance reports.
- Support floor engagement by communicating updates, sending alerts, and assisting with operational escalations.
Candidate Profile
- Experience as RTA is required
- Strong analytical and problem-solving skills with the ability to make quick, data-driven decisions.
- Excellent written and verbal communication skills for clear, timely coordination with multiple stakeholders.
- High attention to detail with a strong focus on accuracy and real-time responsiveness.
- Professional demeanor with the ability to build effective working relationships across teams.
- Self-starter with a strong sense of urgency; thrives in fast-paced, high-pressure environments.
- Ability to multitask and manage competing priorities while meeting strict timelines.
- Proficiency in Microsoft Office (Excel required; Power BI is a plus)
- Willingness to work fully on site from our office in Athens Monday-Saturday 9am-9pm on rotation
- Fluency in English is required
- Fluency in German will be considered an advantage
Location:
GRC Athens - Minwos 10-16
Language Requirements:
English (Required), German
Time Type:
Full time