Key Facts

Remote From:

Full time

English

Hard Skills

Service Level Management Incident Communication Queue Management Performance Profiling KPI Reporting Data Processing Policy Enforcement Operational Planning Stakeholder Communications Continuous Monitoring Operational Support And Analysis Documentation Generation

Other Skills

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Decision Making
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Communication
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Time Management
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Teamwork
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Detail Oriented
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Problem Solving

Roles & Responsibilities

Experience in real-time performance analysis and queue management for contact center operations
Ability to gather and interpret performance metrics (call volume, AHT, service level) and make data-driven recommendations
Strong communication and escalation skills with the ability to liaise with Team Captains and Operations Management
Proactive problem-solving, incident management, and familiarity with policy/procedure updates

Requirements:

Updates and processes data for real-time performance analysis, obtaining figures such as call volume, AHT, and running service level to inform recommendations.
Manages and monitors the queue to achieve passing service levels, proactively implementing action plans and communicating with Team Captains and Operations Management.
Acts as the central point of communication on account performance, cascading vital information to key decision-makers and escalating major incidents to management.
Keeps abreast of new policies and procedures, identifies issues affecting service levels, and devises responses to resolve them

Job description

About us:

Helpware is a technology-driven American company with offices in the USA, Poland, Germany, Albania, Georgia, Ukraine, Mexico, Philippines, and Uganda, providing Customer Experience & Operational Support services for modern companies. Our team of professionals is driven by the purpose of delivering best-in-class value-adding solutions to our partners by leveraging our empowered teams, innovative solutions, and technologies.

General description:
Real Time Analyst ensures passing service levels for each Operations account by engaging in real-time management of the queue. Responds to and acts as the central point of communication in all events and of circumstances impacting account performance.

Responsibilities:

Updates and processes data for real-time performance analysis. Obtains quantifiable performance figures (i.e. call volume, AHT, running service level) in order to make critical recommendations to address account performance issues.
Manages and monitors the queue for the Operations account against the attainment of passing service levels. Keenly observes the queue and proactively responds with action plans for the account’s activities by continually communicating with Team Captains and Operations Management.
Acts as the central point of communication regarding account performance by cascading vital information to key decision-makers. Escalates relevant information on account performance to Management and ensures proper document on major incidents.
Keeps abreast of new policies and procedures addressing day-to-day issues of specific accounts. Provides information on key issues and challenges in attaining service levels, and devises necessary responses to resolve such matters.

We offer:

Full remote work (with the option to visit our offices in Poland, Georgia and Ukraine)
Competitive compensation
Medical insurance after the trial period
Corporate training

We sincerely thank all applicants for applying; however, only those candidates selected for an interview will be contacted. This position requires completing a test task at one of the stages.

Please send your CV in English indicating your salary expectations.

Please apply if you have the qualifications needed and are ready to maintain the required duties daily!

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