Requisition ID: 110225

Are you passionate about managing and controlling KPI?s? Are you an amazing scheduler? Do you love real time data? Then talk to us as we are looking for a Real Time Analyst to join our Worforce Team.
For our business in LISBON, PORTUGAL we are currently looking for a Real Time Analyst for our Workforce Team. You?ll join a well-established and high performing team looking to achieve success on our long term strategy.
As a Real Time Analyst you will be responsible for forecasting, scheduling, real time controlling and reporting. You will need to ensure optimal compliance with agreements while always putting people first and performing the necessary day to day tasks.
About us: We?re Majorel. We design, deliver and differentiate customer experience on behalf of some of the world?s most respected brands. Recognizing a very particular kind of drive in each other, our parent companies Bertelsmann and Saham have entered into a long-term partnership to create a new global leader in customer engagement. We are relentless, resourceful, resilient and agile. It?s the only way to deliver the total reliability and digital transformation necessary in our constantly changing world. We serve customers across the world through our 48,000 employees based in 26 countries in Europe, the Middle East, Africa, Americas and Asia in 36 languages. We support our customers at any time, through every device and in the manner they expect of their brands. We speak their language wherever they are and whatever their culture.
Our mission: We create amazing customer experiences that people value and we are proud of. By combining talent, data, and technology. We deliver real impact for our partners. We are driven to go further.
Responsibilities: Forecasting, scheduling and real time controlling;
Compliance Management:

• Ensures that Contact Centre is aware of legal requirements and that work processes are adapted to meet those requirements.
• Manages schedule adherence reporting and operation team´s feedback process regarding disciplinary actions for schedule adherence and call centre policies that impact KPIs.

• Reports payroll for Contact Centre to HR including regular time pay, over-time pay, holiday pay, and personal time off pay.
• Generates and implements automated reports as requested to manage KPIs of business.
• Works with central departments to implement automated and Business Intelligence tools.

• Bachelor?s Degree in computer science, statistics, mathematics, finance, general business, accounting or a related field.
• Previous experience is a plus.
• Basic knowledge of programming, preferably VB and SQL.
• Basic knowledge of Business Intelligence tools.
• Very good analytical mathematics skills.
• Proficiency in Microsoft Excel, Word, Access, Windows operating systems.
• Solutions oriented and multi-task.- Strong verbal, written, and presentations skills both in French and English.
• Proactive and able to work with minimal supervision.
• Ability to meet deadlines with accuracy.
• Demonstrated ability to quickly learn new systems and processes.
• Detail oriented; accuracy is critical.
• Schedule availability.

Our offer:

• Competitive salary
• Health insurance scheme
• Stable multinational company with long term local growth
• Modern work environment at an attractive location with excellent public transport connections
• Development/wellbeing related classes (these vary throughout the year, ask for further details), partnerships/discounts and year round events and fun competitions
• Excellent reputation as responsible employer with presence in Portugal for more than 50 years
• An international environment employing people from different nationalities and cultures

Apply now to join us in a vibrant, multi-cultural city center environment. Explore you career possibilities and work on your personal development. Above all, enjoy the experience of working with a highly prestigious brand!