General Information

Location
Work at Home
Job ID
12328
Job Category
Operations
Language Requirement
Italian

Description & requirements

Description
At Transcom, we offer more than just a job: we create career paths where people can grow and thrive. Now there's an exciting internal opportunity for a  talented Real Time Analyst! If you're already familiar with our operations and are a whiz with data, thrive in a fast-paced environment, and are looking to make an even bigger impact on our performance, this could be the perfect next step for you career within our team. 

Grow in Transcom as a Real Time Analyst!

As a RTA you will manage the real-time aspect of the business in terms of staffing, reporting, escalation and outage management within the work week, generating real-time alerts to Business Manager and managing KPIs  to ensure the efficiency of the assigned routes. This position is responsible to make sure that the campaign’s KPIs are met and provide analysis if not, and supporting the improvement in services through the short term planning and schedule maintenance.

In this role you will:  

  • Ensure KPIs are met through analysis and collaboration.
  • Monitor agent activity and adherence in real-time, escalating deviations.
  • Generate staffing and performance reports.
  • Analyze reports to provide actionable insights and raise critical issues.
  • Create post-mortem analyses for underperforming campaigns.
  • Support optimal staffing levels (including overtime/staff downs where applicable).
  • Process schedule-related requests (swaps, skill changes).
  • Liaise with operations, IT, and client for issue resolution.
  • Provide feedback for process improvement.
  • Support the implementation of performance improvement initiatives.
What's in it for you:

• Training & Growth: We support internal development and encourage international career paths.
• Collaborative Culture: You will work in an environment that recognizes the value of every employee's contribution.
• Work-Life Balance: We offer flexibility and support the well-being of our employees.


What we are looking for

• Data and results driven mindset
• Excellent knowledge of Microsoft Office and Google suite programs. 
• Language skills: essential English C1 and Italian B2. 
• Problem-solving skills.
• Organizational and team management skills.
• Focus on quality.
• Interpersonal and communication skills.
•
Adaptability and Flexibility
•Teamwork


What's life in Transcom:

We are a global network of 30,000 customer service specialists in 25 countries, passionately committed to delivering exceptional customer experiences. At Transcom, we are relentlessly committed, to our clients and to each other. Every day, someone starts their journey with Transcom. Gaining recognition for working hard, for being a team player, and for supporting others.This is exactly how we are at Transcom. Here, we care about and cheer for each other. You are included, just as you are, from day one. And with the right mindset, there's no limit to what we can achieve together. 

“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.”