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CQS S.A. is a Microsoft Gold Partner that works with organizations through a co-sourcing model. Its profile also describes web services involving cookies and tracking technologies used to support site functionality, retain preferences, and inform statistical analysis and marketing. The available company information lists marketing, logistics, and travel among its sectors and indicates a team of 1,001 to 5,000 employees; it does not specify current hiring roles.
Real-Time Monitoring Analyst
Monitor call-center activity and adjust staffing throughout the day to support service levels at CQS S.A. in Greece. Coordinate workforce changes and share operational updates between Operations and Workforce Management.
Description
- Monitor live operations using workforce management tools and techniques.
- Adjust resources during the day to improve efficiency and meet service-level targets and business objectives.
- Track agents’ real-time states and work modes.
- Provide feedback to leadership when relevant to performance evaluations.
- Recommend or implement schedule changes, including breaks and skill reassignments, to optimize staffing.
- Act as the primary contact between Operations and Workforce Management.
- Identify unexpected changes and communicate them to relevant teams.
Requirements
- At least one year of experience in an inbound or outbound call center.
- Knowledge of call-center performance indicators.
- Understanding of operational activities across phone, chat, email, community, and social media support.
- Working knowledge of Excel and other Windows-based programs.
- Ability to organize and analyze data systematically.
- Customer-focused approach and initiative in delivering high-quality outcomes.
- Collaborative team player with strong organization and problem-solving skills.
- Strong time-management skills and the ability to work under pressure, independently, and with minimal supervision.
- Sound judgment to evaluate information quickly and take effective initiative.
- Clear communicator who can collaborate with stakeholders across departments.
- Strong interpersonal and analytical skills, with accuracy and attention to detail.
- Very good spoken and written English.
- Flexibility to work shifts.
Benefits
- Competitive salary and benefits package.
- Career opportunities in a growing organization.
- A work environment that encourages initiative and action.
- Hybrid work split between the office and home.
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