Job description

Step into a dynamic role where your insights make an immediate impact!

CQS S.A., a leader in CRM Services and a "Leading Employer in Greece" with a team of over 1,300, is expanding. We partner with some of the biggest brands in telecommunications, energy, retail, and more.

We are seeking a highly analytical and proactive Real Time Monitoring Analyst to join our team and optimize our operational flow through intelligent real-time adjustments.

This is a hybrid role, offering the flexibility of working both from our modern offices and remotely. Given the nature of our real-time operations, flexibility in shifts is essential to cover our operational needs.

Main Responsibilities

Provide real time monitoring via available tools and workforce management techniques to make intra-day adjustments to maximize resource efficiency and achieve service level goals/business objectives
Monitor real-time agents’ states and work modes, providing feedback on leadership where needed in the context of performance evaluation
Recommend or implement schedule changes (e/g/ breaks, skill reassignments) to optimize staffing
Serve as single point of contact between Operations & WFM to identify& communicate any unexpected changes

Requirements

Minimum 1 year experience at inbound/outbound call center
Knowledge of call center performance indicators
Complete understanding of overall operational activities including phone, chat, email, community and social media support
Must have a good working knowledge of excel and other Windows based programs and can organize/analyze data in a structured manner

Other Skills

Strong customer orientation with a proactive approach to delivering high-quality outcomes
Team player with a can-do mentality, excellent organizational, and problem-solving skills
Strong time management abilities, able to work under pressure and independently with minimal supervision
Effective decision-maker who can evaluate information quickly and take efficient initiatives
Excellent communication skills with a collaborative mindset to work effectively with stakeholders across departments
Strong interpersonal communication and analytical skills, with a keen eye for accuracy and attention to detail
Very good verbal and written communication skills in English

Benefits