Call Center - English Speaking Real Time Analyst

FOUNDEVER ÇAĞRI MERKEZİ HİZMETLERİ LİMİTED ŞİRKETİ

About Foundever™ 

Foundever™ is a global leader in customer experience (CX). With 170,000 employees around the world, we deliver world-class customer experiences for more than 750 globally renowned brands and digital companies. We are committed to this with innovative CX solutions, modern technologies and comprehensive expertise. We support our customers' business needs and help them secure a strong market position. 

We are looking for a Real Time Analyst (m/f/d) for customer service at leading cargo and logistics company in their industry. 

What we offer: 

• Inbound project, 
• 09:00 – 18:00, weekend off 
• Customer service, advice and support 
• Attractive basic salary with many bonus options and earnings in euros, 
• Private health insurance (after trial period) 
• 20 days annual leave in the first year 
• Work from office – Levent

Your new tasks: 

•     Monitor real-time call volume, agent adherence, and service level metrics using specialized software tools.
•     Communicate effectively with call center supervisors and managers to provide real-time updates on performance metrics and make recommendations for adjustments as needed.
•    Implement scheduling changes, including breaks, lunches, and agent assignments, to maintain optimal staffing levels and meet service level goals.
•   Collaborate with workforce management team to develop and refine forecasting and scheduling models.
•      Generate reports and analyze data to identify trends, patterns, and areas for improvement in call center operations.
•      Proactively identify and address issues that may impact call center performance, such as system outages, agent shortages, or unexpected call volume spikes.
•      Provide coaching and training to call center agents on adherence to schedules and performance improvement opportunities.

Qualifications:

• English skills at least at “upper intermediate B2”? 
• MS Office Proficiency Data analysis, validating data, creating documents
• Needs to take action during the day to deviations of the plan 
• Re-Planning, staffing and scheduling for current / future days assumptions change 
• Managing adherence on interval level 

 Apply Now!