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At Continuum Global Solutions, our vision is to be the leader in customer experience by connecting the right people with innovative solutions to deliver outstanding results. We will empower and support our employees to reach unimaginable heights while growing our business to make a global impact. Our can-do culture works together to make the ordinary exceptional.
Are you ready to recruit and be one that AIMS HIGHER. REACHES FARTHER when achieving results in a fast-paced environment? Can you ACT BOLD. BE PASSIONATE in attracting the right talent? Can you BE ONE. HELP MANY when meeting deliverables? Do you want to BE DIFFERENT. BE YOU and LEARN MORE. TAKE ACTION?
JOIN OUR TEAM TODAY!
We are hiring WFM Real Time Analyst with Dutch for our location in Antalya who will be responsible to make sure the schedule for our agents are processed in a correct manner in our workforce management systems. This is a full-time position with competitive pay, opportunity for continuous growth, and many more employer perks. If you have the desire to make change, take on challenges, and experience fulfillment, then this is the place to be!
RESPONSIBILTIES:
- Monitoring recurring intraday of realisation vs forecast calls, handling times, shrinkage and coverage.
- You take the correct steps to ensure that the project KPI's are maintained and achieved on a daily and weekly base.
- Document events and incidents.
- Continuous monitoring of Intraday for the realization of the agent schedules and their productivity.
- Take the correct steps in response to the deviations.
- Conducting and attending meetings with Team leaders and Delivery Managers about the reason of events, problems and project specifics.
- You have an advisory role for improving the efficiency to the client team and WFM Business Partners;
- You generate and analyse different reports from automatic generated systems.
REQUIREMENTS:
- A C2 level of Dutch (both written & spoken).
- A B2 level of English (both written & spoken).
- Min. 6 months of WFM experience as Real Time Analyst in a BPO environment.
- Excellent command of Microsoft Office tools, especially Excel.
- Strong problem solving and critical thinking skills.
- Understanding complex reporting and data transformations from multiple resources.
- Standard troubleshooting skills and diligence.
- Able to work 24/7.
About Continuum Global Solutions, LLC
Continuum Global Solutions’ customer care services and call centers have been embraced by top companies worldwide. The company's Fortune-500 clients rely on its vast expertise in customer care management. Continuum Global Solutions leverages world class voice, chat, email, and social technologies. Continuum has more than 16,000 employees in major international markets and serves tier-1 clients across multiple industry verticals. More information can be found at www.continuumgbl.com.
Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. Applicants have rights under Federal Employment Laws Family and Medical Leave Act (FMLA); Equal Employment Opportunity (EEO); Employee Polygraph Protection Act (EPPA).
Continuum recruiting correspondence will always come from a talent acquisition representative with an official @continuumgbl e-mail address. In addition, our representatives will never ask for any form of payment from a candidate or new hire. Please report suspicious activity to Corporate.Security@continuumgbl.com.
