English speaking Real Time Analyst (RTA) – Riga

Reference: TELA

*You need to have an EU passport to apply for this position.*

We offer

• Work from nice offices in Riga
• Paid relocation (flight, accommodation, etc.)
• Career development possibilities within the company
• Private medical health care
• Monthly food tickets

The job

As the RTA you will be responsible for handling and meeting the departmental requirements. You will be managing real time queues and skill changes.

Your daily work will include tasks like these:

• Conduct monthly client calibrations sessions
• Communicate between team locations to effectively manage the staff
• Make fast, informed, and accurate decisions  when urgent issues or options appear.
• Meet Real Time Adherence
• Ensuring that SLA (Service Level/Abandon) rate targets are met on a consistent basis
• Real Time Reporting - timeliness and accuracy
• Client Management - internal and external
• Handle high level data analysis and data

Your qualifications

💭 You speak and write English fluently (at least C1).

🎓 Minimum 1 year experience in Real Queue Management. Preferably minimum 2 years experience in call center environment. Understanding of operational process, logical thinking, reporting and analysis.

💻 You have a good understanding and level of computer handling skills. Good knowledge of MS Excel and other MS Office. Knowledge of Avaya CMS.

💪🏻 Strong analytical skills and ability to think strategically and work in terms of business opportunity and growth. Self-motivated and ability to plan effectively.

🥇 You are flexible, take ownership, and you work well under pressure with tight deadlines.

If you have any questions about the position, please feel free to send an email to info@jobsqd.com. We are ready to help.