Location: Galați, Romania
Job Type: Full Time
Salary: RON 4,500 – 6,500 gross/month
About the Role:
The Senior Representative, Operations Support – Real-Time Analyst (RTA) is responsible for monitoring and managing real-time operational activities to ensure efficient workflow and optimal utilization of resources. The role requires a proactive approach in analyzing data, identifying trends, and implementing solutions to enhance operational performance.
Key Responsibilities:
- Real-Time Monitoring:
- Track and analyze real-time data to ensure service level agreements (SLAs) are met.
- Proactively manage and adjust agent schedules to address any deviations from planned activities.
- Resource Management:
- Coordinate with team leaders and managers to ensure optimal staffing levels.
- Allocate resources effectively based on real-time demand and workload.
- Data Analysis and Reporting:
- Prepare and share real-time performance reports with management.
- Identify trends and patterns to provide insights for process improvements.
- Communication:
- Act as a liaison between operations and management to ensure effective communication.
- Provide timely updates on any changes or incidents that may impact operations.
- Process Improvement:
- Suggest and implement enhancements to real-time management processes.
- Participate in continuous improvement initiatives to enhance operational efficiency.
Qualifications:
- Strong analytical skills with the ability to interpret data and make informed decisions.
- Excellent communication and interpersonal skills.
- Ability to work in a fast-paced environment and manage multiple priorities.
- Availability to work with rotational shifts as the account is 24/7
- Available to work full time, on-site from our office in Galati