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Real Time Analyst
Sitel | Ft L J McNair, District of Columbia
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Job Description

Real Time Analyst 

Sitel Denmark

Sitel is hiring the best Real Time Analyst in the Contact Center Business”

Real Time Analyst - Sitel Aarhus

Are you ready for an excellent opportunity to join an international company where you will be challenged professionally and have the possibility to grow personally?

Sitel is looking for an outstanding and experienced Real Time Analyst (RTA) who will be based at our location in Aarhus, supporting our client YouSee.

Job Description  

The RTA role is required to provide coordinated planning of real time resources and managing agent scheduling. This incorporates all processes, enabling an overall view of supply and demand processes to ensure a balanced and effective service is maintained.

The RTA position interprets data, formulates, and implements modifications to staffing plans for agent schedules, balancing resources, both in real time and future planning, to meet all service levels and performance agreements.

As RTA you will drive and continually improve the operation ensuring exceptional service to the client, reaching Service Level Agreements in a cost effective way.

To be the perfect match you’ll have to be extraordinary

As RTA you need to have good analyzing skills in terms of numbers and a detailed understanding of planning and the real time provisions and processes of the business that are crucial to align in order to meet service targets.

You must possess a sound and independent judgment to manage staff resources dynamically and it is important to be able to separate agents’ personal needs and business requirements in order to optimize production.

You will work in a work force management tool (NICE) in order to ensure 100 % adherence, making sure all agents are locked into systems timely. 

Furthermore, ensuring service levels are met, monitoring systems for extended calls, breaks going overtime and addressing devious trends to the management team, is essential for the RTA to manage.

It is important you have good interpersonal skills and appreciate working in a dynamic environment where you are in constant dialogue with people at all levels of the organization as you will offer close support to agents, management and the supporting staff.

We’re only hiring the best and if you are one of the best, you can tick off the below:

  • Previous experience from a Planning and RTA role.
  • Sound understanding of contact centre performance metrics to support operational performance, and business development.
  • Knowledge of forecasting, resource planning, real time methodologies and associated processes.
  • Attention to detail.
  • Strong communication skills and ability to influence key decision makers.
  • Extensive knowledge of contact centre practices.
  • High level of competencies in Excel
  • Fluent written and spoken Danish and English.

Why you should join Sitel

At Sitel we believe that our staff is our most important asset. This means that we take pride in finding the best, most talented and driven employees.

Among the benefits of working with us are health insurance, great pension scheme, a nice, open working station, and a great social environment. Sitel has an atmosphere of joy, pace and ambitions and we often have social events, contests, and other fun activities to make everyday life dynamic.

We take care of you, your progress, and make sure you have the right conditions to deliver the best results. And subsequently, we expect you do exactly that – give it your best at all times.

We are looking to fill the position as soon as possible and will invite the best candidates for interviews ongoing. Therefore, do not hesitate, if you feel this ad sums up your character and ambitions. Please submit your resume and cover letter to this link.

For further information about Sitel, visit www.sitel.com, or have a look at our FaceBook and LinkedIn pages, Sitel Denmark.

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)