Transcom is a global community of customer experience experts – nimble, driven and committed to the brands we serve. Join us as a Real Time Analyst, where you’ll be responsible for supervising and coordinating the resources allocated to the operation.
Ready to make an impact? Apply now and let’s start something brilliant!
Join Transcom as a Real Time Analyst!
Be at the front of our service operations, ensuring that our teams have the right support and information to deliver an excellent customer experience. In this role you will:
- Monitor real-time staffing, CSR availability, attendance, adherence and operational performance;
- Track call volumes, workload, service levels, waiting times and other key operational indicators;
- Identify deviations and potential service-level risks, communicating and escalating issues according to established procedures;
- Support intraday actions, including adjustments to breaks, training and resource allocation based on operational needs;
- Maintain operational reports and databases, collaborate with Operations and Workforce Management, and support continuous improvement initiatives.
What’s in it for YOU!
- International and inclusive environment, that makes you feel supported, encouraged, and welcome from day one;
- Opportunity to work across different regions and advance your career internationally;
- Connect and collaborate daily with diverse teams and global experts;
- Continuous development through our internal learning platforms and external training;
- Corporate benefits and discounts.
To be successful in this role, the following is needed:
- C1 or more written and spoken proficiency in English;
- Degree and/or professional training in Business, Administration, Data Analysis or a similar area is a plus;
- Intermediate to excellent knowledge of Microsoft Office, particularly Excel;
- Previous experience in a contact center, customer service, administrative or data-related role is a plus, but not mandatory;
- Strong organisational skills and attention to detail;
- Good numerical and analytical skills, with an interest in monitoring and interpreting operational data;
- Ability to work in a fast-paced environment and respond effectively to changing priorities;
- Ability to identify deviations, follow established procedures and escalate issues when necessary;
- Good communication skills and confidence in communicating operational information for different teams;
- Team player with a proactive attitude and willingness to learn;
- Ability to work independently while knowing when to ask for support or escalate an issue;
- Experience with Workforce Management or contact center tools such as CTI Avaya, Presence or Altitude is a plus (not mandatory).
What Life at Transcom is like!
At Transcom, we’re relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today and turning it into skills for the future.
Getting recognized for working hard, being a team player and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom.
Here we care and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.