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Real Time Analyst Full Time

en Atos Santa Cruz de Tenerife en Santa Cruz de Tenerife (Publicado en 11-08-2021)

Real Time Analyst

Publish Date: Aug 11, 2021
Tenerife, Scu, Spain
Company: Atos
Atos is a global leader in digital transformation with 110,000 employees in 73 countries and annual revenue of ? 13 billion. European number one in Cloud, Cybersecurity and High-Performance Computing, the Group provides end-to-end Orchestrated Hybrid Cloud, Big Data, Business Applications and Digital Workplace solutions through its Digital Transformation Factory, as well as transactional services through Worldline, the European leader in the payment industry. With its cutting-edge technologies and industry knowledge, Atos supports the digital transformation of its clients across all business sectors. The Group is the Worldwide Information Technology Partner for the Olympic & Paralympic Games and operates under the brands Atos, Atos Syntel, Unify and Worldline. Atos is listed on the CAC40 Paris stock index.

Job Description

? Maintains an awareness of the call center activities, processes, and procedures as well as call center best
practices. This may involve attending advanced training sessions or meetings in which information is imparted
and discussed.
? Participates in testing of enhancements. Scope of involvement may include creating / identifying test scenarios,
developing scripts, executing tests, documenting results and measuring impact of enhancements.
? Monitors contact volumes and moves agents into and out of queues in a timely manner to coordinate and
distribute volume based on staff availability and skill level
? Reviews and verifies intra-day performance and schedule adherence reports as appropriate and projects
adjustments for unanticipated volume shifts, staffing adherence, etc. Basing analysis on available information
identifies opportunities for same day staff adjustments and the need to solicit extra hours and/or voluntary time off.
? Produce and send, end of day reports to operations and account
? Analyzes data to identify trends and/or patterns. Makes recommendations as appropriate to reduce volume and
improve the level of service or other capacity plans within the customer support center.
? Addresses telephone and telecommunication issues for the customer care organization. This includes but is not
limited to coordinating with other departments when outages occur and calls must be redirected. Maintains issue
tracking log and reports on Service Level impacts as necessary
? Provides regular intra day and end of day reporting, heartbeat report to the management team.
? Makes recommendations regarding opportunities for improvement where appropriate.
? WFM Schedule adherence statistics

Required Skills:

? Native or fluent English; other Language are a plus
? Broad Service Desk experience in Siemens account will be considered a plus -applicable for existing agents-
? Leadership and influencing capabilities
? Office tool (especially Excel and PowerPoint)
? Advanced Knowledge of principles, theories and practices of group?s dynamics and/or team development
? Expert communication and analytical Skills: Statistics
? Organizational and time management
? Presentation skills
? Broad technical knowledge of Microsoft application and CRM tools

Here at Atos, we want our employees to feel valued, appreciated, and free to be who they are at work.

Our employee lifecycle processes are designed to prevent discrimination against our people regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes them unique.

Across the globe, we have created a variety of programms to embed our Atos culture of inclusivity and work hard to ensure that all employees have an equal opportunity to contribute and feel that they are exactly where they belong.

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