Transcom

Transcom is a global community of customer experience experts – nimble, driven, and committed to the brands we serve. Join us as a Senior Real-Time Analyst, where you will play a crucial role in ensuring operational efficiency and performance within our contact center environment. Ready to make an impact? Apply now and let’s start something brilliant!

Join Transcom as a Senior Real-Time Analyst!

Be on the front line of operational excellence and deliver impactful work on a company level. In this role, you will:

• Optimize Performance: Develop and implement strategies to optimize staffing levels, scheduling, and resource allocation in real-time.

• Monitor & Analyze: Track contact volumes, activity codes, shrinkage, and AHT variations at an interval level to ensure we meet critical KPIs.

• Drive Adherence: Ensure strict adherence to schedules and raise timely alerts regarding deviations to keep our operations on track.

• Lead & Mentor: Act as a focal point between client workforce management and operations, while mentoring junior and mid-level analysts to foster their growth.

• Solve Problems: Identify trends and patterns in agent activity to recommend efficiency improvements and coordinate the escalation of technical outages.

What's in it for YOU!

• International and inclusive environment, that makes you feel supported, encouraged, and welcome from day one.

• Continuous development through our internal learning platforms and external training.

• Endless growth opportunities: 90% of our managers and leaders started their careers as customer service specialists.

• Modern and comfortable office and relaxing spaces to take a break.

• Flexible work schedule and life-work balance (flexible hours/shifts required).

To be successful in this role, the following is needed:

• Language Proficiency: English at a C1 level;

• Education: Preferably a University graduate or at least a secondary school diploma.

• Experience: Minimum 2+ years as a Real-Time Analyst (External) or 1 year in a Real-Time role (Internal).

• Technical Skills: Mastery of Alvaria WFM, high-level proficiency in Excel/Google Sheets, and experience with data analytics platforms.

• Expertise: In-depth knowledge of contact center metrics, KPIs, and results analysis systems.

• Core Competencies: Advanced analytical skills, complex problem-solving abilities, and strong leadership/mentorship experience.

• Mindset: A positive attitude under pressure, a customer-centric approach, and the ability to adapt quickly to change.

What Life at Transcom is like!

At Transcom, we’re relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom, taking their potential and turning it into skills for the future. We value working hard, being a team player, and supporting others. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.