Wfm Intraday Analyst German Speaker-vois
2 months ago
**Role Purpose**:
- Monitor the agents & daily activities vs. the plan received from scheduling team
- Communicate with internal/external stakeholders to address real-time challenges
- Support the operation in day-to-day requests & ad-hoc once asked
- Provide daily reports to clients and analyze performance data for operations management.
- Identify trends and potential issues in real-time operations, proactively recommending adjustments to staffing and scheduling adjustments
- Driving performance through effective intraday tactics
**Skills, Attributes and Behaviors**:
- Excellent communication and interpersonal skills.
- Develops and maintains positive working relationships with others
- Conflict resolution
- Teamwork
- Capable of teaching and mentoring others
- Dependability & loyalty
- able to work independently with mínimal supervision
- Strong analytical and numeric skills
- Effective problem-solving capabilities
- Detail-oriented with strong organizational skills.
- Shares ideas and information
- Assists colleagues spontaneously
- Takes pride in the achievement of team objectives
- Has credibility with peers and senior managers
- Self-motivated and results-driven
- Committed to high customer service standards and exceeding expectations.
- able to multitask while maintaining high-quality standards under tight deadlines
- Ability to prioritize workload, and perform multiple tasks with attention to detail
- Capable of working effectively under pressure
**Knowledge, Experience & Education**:
- University degree
- Proficiency in German at the C1 level is required.
- Good command of English, both written and spoken.
- + + Following skills/Knowledge is a plus
- **Call centre experience**:
- **Knowledge of workforce management**:
- **knowledge of the call centre industry and key metrics that drive performance such as AHT, Shrinkage, NPS, FCR, Final Fix,** 1st Fix & CS
- **Familiarity with the following tools**
- Verint
- Excel Power Query
- CCS tool
- Citrix Tool
- Share Points
- Genesys
**#VOIS#WeMoveTheWorld#MoveWithUs**:
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