DESCRIPTION:
The Real-Time Analyst (RTA) is responsible for providing the necessary support for the operation of customer service and ensuring that, in line with workload requirements, agents are deployed in the most efficient way, creating the conditions for delivering exceptional customer service. The RTA manages and monitors a specific number of agents across various communication channels and also oversees different processes, while carrying out daily administrative tasks quickly, effectively, and in alignment with business objectives.
Join us as a Real-Time Analyst for Odido (Dutch market)
Your main responsibilities include:
- Managing and monitoring real-time communication channels: phone calls;
- Managing agents on a daily basis in collaboration with team leaders;
- Analysing performance and providing reports to the management team;
- Balancing employee resources across different communication channels: phone calls;
- Providing detailed reports and quality information in the form of real-time customer service performance reports;
- Creating and presenting regular and ad hoc reports;
- Communicating quickly and efficiently with team leaders to achieve the expected support targets;
- Proposing overtime for agents when necessary, in consultation with team leaders;
- Leading effective communication regarding resource management with the client.
What’s in it for YOU?
- You will receive an organised introduction through a structured onboarding process with dedicated mentors;
- You will have access to all the necessary equipment and tools to perform your work effectively and creatively;
- An attractive salary;
- Opportunities to grow and develop new skills.
What we expect from you:
- Excellent skills in using MS Office (especially Excel);
- Strong analytical skills and problem-solving abilities;
- Flexibility, supportiveness, and the ability to take initiative in driving changes and solutions;
- Excellent knowledge of Dutch C2 and English B2;
- This onsite role offers the opportunity to work from our Alicante office, collaborating closely with team leaders and colleagues;
- Strong organisational skills, including the ability to effectively prioritise tasks;
- Well-developed judgement and decision-making skills;
- Excellent written and verbal communication skills (including the ability to communicate effectively, tactfully, and in a friendly manner);
- You enjoy supporting others and have the ability to motivate yourself.
Interested?
Are you ready to add your expertise to our team and continue improving? Apply today and join our team!
What we expect from you:
- Excellent skills in using MS Office (especially Excel);
- Strong analytical skills and problem-solving abilities;
- Flexibility, supportiveness, and the ability to take initiative in driving changes and solutions;
- Excellent knowledge of Dutch C2 and English B2;
- This onsite role offers the opportunity to work from our Alicante office, collaborating closely with team leaders and colleagues;
- Strong organisational skills, including the ability to effectively prioritise tasks;
- Well-developed judgement and decision-making skills;
- Excellent written and verbal communication skills (including the ability to communicate effectively, tactfully, and in a friendly manner);
- You enjoy supporting others and have the ability to motivate yourself.
