Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, Georgia, and the Philippines, which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.
We are growing and have an open position as a Real Time Analyst.
Responsibilities:
- Ensures passing service levels for each Operations account by engaging in real-time management of the queue. Responds to and acts as the central point of communication in all events and of circumstances impacting account performance.
- Updates and processes data for real-time performance analysis. Obtains quantifiable performance figures (i.e. call volume, AHT, running service level) in order to make critical recommendations to address account performance issues.
- Manages and monitors the queue for the Operations account against the attainment of passing service levels. Keenly observes the queue and proactively responds with action plans for the account’s activities by continually communicating with Team Captains and Operations Management.
- Acts as the central point of communication regarding account performance by cascading vital information to key decision-makers. Escalates relevant information on account performance to Management and ensures proper document on major incidents.
- Keeps abreast of new policies and procedures addressing day-to-day issues of specific accounts. Provides information on key issues and challenges in attaining service levels, and devises necessary responses to resolve such matters.
- Occasionally conducts training for Team Captains in order to equip them with the necessary skills for real-time queue management. Conducts training for new hires, or as required for Operations.
Skills and Qualifications:
- 1 year of Workforce Management experience within the customer service industry (staffing projections, scheduling, service level analysis, metrics monitoring);
- Upper-Intermediate English level;
- Advanced Excel user;
- Highly organized, displays time management skills;
- Ability to learn fast and to perform in a dynamic environment.
We Offer:
- Schedule: Monday - Friday, 10 am - 7 pm, or 2 pm - 11 pm GE time;
- Medical insurance after the trial period;
- English classes;
- Corporate training and parties;
- A comfortable office in the center of Tbilisi or the option to work fully remotely;
- Equipment provided for work;
- Official employment;
- Opportunities for professional development and career growth;
- Bonuses and motivation systems.
We sincerely thank all applicants for applying; however, only those candidates selected for an interview will be contacted
If you have the qualifications needed and ready to maintain the required duties daily, please apply!