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Excel Data Analyst - Lisboa
Sitel | Port Lions, Alaska
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Job Description

About Us

We are Sitel, global outsourcing provider of customer experience management helping the largest brands in the world retain and grow their customer base. We seek people who can build trust with our clients’ customers and lead functional support teams. We look for individuals with exceptional project management talent, subject matter experts in all facets of business operations, and people with leadership talent.

We have a People-first culture – our commitment to putting people first improves the satisfaction of our employees and provides a better experience for the customer. From our customer service associates through to our global leaders that support them, everyone is valued.

Our Offer

At Sitel we believe our staff are the most important asset, we take pride in finding the best, most talented and driven employees. Among the benefits of working with us are:

  • Full time employment (40 hours per week)
  • Gross Basic salary (x14)
  • Monthly meal allowance
  • Monthly performance bonus
  • Private health insurance

(Applicable after 6 months) with a Doctor on-site

  • 22 vacation days per annum
  • Opportunity to support one of the largest and well-known start-ups in the world
  • Great office environment & location in Lisbon, Portugal
  • Work in a multicultural/international setting
  • Further training and development available through SITEL’s online University
  • Future Career opportunities to grow inside Sitel

We take care of you and your development and make sure that you have the right conditions to deliver the best results. Subsequently, we expect that you give it your best at all times.


Position Overview

In a contact center, a Real Time Analyst (RTA) is responsible for the day-to-day management of our resources.

To ensure the correct number of advisors, at the right times, are in position to answer an accurately forecasted volume of incoming calls, at the desired service level for our clients.

Primary Job Responsibilities

  • Ensures optimal staffing levels within the project
  • Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data
  • Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals
  • Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness
  • Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests


What we are looking for

...a candidate with contact centre experience, ideally as a Real Time Analyst or in a related area that has a strong command of Microsoft Excel and an analytical mind-set.

  • Proficient English level (C1 minimum)
  • Proficient with Microsoft Office tools
  • Excellent knowledge of Excel (Pivot tables, macros, VLOOKUP etc.)
  • Intermediate knowledge of contact centre management and related calculations
  • Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail
  • Ability to communicate contact centre data/forecasts to all levels of employees in an understandable fashion
  • Ability to work independently with minimal supervision
  • Must be available for a regular schedule of 40 hours a week



 If you feel that this job advertisement sums up your character and your ambitions, please submit your resume as soon as possible.

If you have any questions regarding the position, feel free to contact the Recruitment Team at CAREERS.PORTUGAL@SITEL.COM

About Sitel

SITEL Corporation (SITEL) is engaged in providing business process consulting, outsourcing and technology to clients in the automotive, consumer, financial services, government, insurance, technology, telecommunications, travel and utility sectors. SITEL specializes in designing, implementation and operation of multi-channel contact center solutions. The Company provides customer acquisition, customer care, technical support and risk management services on an outsourced basis, as well as operational and information technology professional services for both outsourced and in-house contact centers. (Source: 10-K)